Responsibilities:

Overall Accountability for the execution of the Incident process and procedures for his line of business
Validating classification of an incident as a Incident against Incident Criteria
Determining the scope of the Incident
Managing/Performing all Kyndryl internal notification, executive alerts and escalation activities through service recovery of a Incident according to Incident Notification Timeframe
Assembling a Incident Team consisting of technical support people (other levels of support, across domains/competencies as required), management and key stakeholders to develop, execute, monitor and track an integrated resolution plan through service recovery of the Incident
Making service restoration / recovery decisions, engaging the delivery Centre management team as required
Ensuring that the progress of the Incident recovery and all relevant times are documented in the associated Incident Record(s)
Initiating and facilitating the Incident bridge meetings and communications as needed
Incident Technical Bridge
Incident Management Bridge
Incident Customer Bridge
Contacting the continuity provider for a Data Centre crisis or for exceptionally severe single customer outages
Consolidating an integrated resolution plan when multiple competencies/domains are engaged
Obtaining and providing status on Incident recovery progress
Ensuring that the customer is contacted to confirm that the service has been restored to the customer's satisfaction according to Resolve and Close Incident policy - Incident Exit Criteria
Specific responsibilities may include:
Chairing the Incident Bridge Calls and/or technical multi-person chats
Following defined escalation path when needed, as defined in the escalation policy
Identifying Incidents which need special attention or escalation
 
Specific responsibilities may include:


Chairing the Incident Bridge Calls and/or technical multi-person chats
Following defined escalation path when needed, as defined in the escalation policy
Identifying Incidents which need special attention or escalation

Required Professional and Technical Expertise :


Be calm under pressure - You need to be able to work under short, intense periods of stress.
A good communicator - You must be good communicator and able to translate messages and information to people at all levels. You should be empathic, good listener and able to take negative feedback without being defensive.
A methodical mind - You need to make recommendations based on clear, reasoned arguments and be able to follow them during it's execution.
IT knowledge - You need to have IT technical background, as it's key to having a ‘perspective on how to approach problems.
An eye for detail - You'll also need to be able to assess data, identifying gaps, trends and inaccuracies, and turn that data into actionable outcomes and opportunities.
Availability to work 12 hours shifts (day/ night)
Expected Background:
Incident management experience in Banking industry is a plus

As an Kyndryl employee, you will be entitled to the following benefits:
 
• 5 weeks of paid vacation
• Elaborate education program for each employee - training during the work career, courses are lead by professional lectors; e-learning education; flexible education plan for each job position
• Strong career opportunities
• Above standard Medical Care
• Subsidized price of Multisport card
• Discounts in Sports, Culture, Healthcare, Childcare, Finance, Electronics
• Preferential mobile tarrifs
• Global Travel and Group Life Insurance
• Contribution to the Pension fund
• Employee Assistance Program (24/7 helpline)
• Wellbeing program
• Parental bonding program (28 days of paid leave to spend with newborn)

You will have the opportunity to:
 
• Become part of our diverse and multinational community and collaborate within global and local teams
• Gain knowledge and develop skills through our world-class trainings
• Benefit from mentoring and coaching
• Balance your work with your life and enjoy a flexible working environment


Informace o pozici

Společnost
Kyndryl Česká republika, spol. s r.o.
Address
Technická 2995/21, Brno – Královo Pole
Required education: Secondary education or professional training with a school-leaving exam
Required languages: English (Intermediate)
Listed in: IS/IT: Consultations, analyses, and project management
Employment form
Employment form: Full-time work
Contract duration
Contract duration: Permanent
Employment contract
Employment contract: employment contract
Employer type: Employer

Kyndryl Česká republika, spol. s r.o., Jaime Benson Diogo