Service Level Manager | Locations : Noida, Hyderabad, Bengaluru, India

 Job ID 578596BR

Date posted 06/24/2022

Location(s) Noida, India; Hyderabad, India; Bengaluru, India

Why Kyndryl

Our world has never been more alive with opportunities and, at Kyndryl, we’re ready to seize them. We design, build, manage and modernize the mission-critical technology systems that the world depends on every day. Kyndryl is at the heart of progress — dedicated to helping companies and people grow strong. Our people are actively discovering, co-creating, and strengthening. We push ourselves and each other to seek better, to go further, and we carry this energy to our customers. At Kyndryl, we want you to keep growing, and we’ll provide plenty of opportunities to make that happen.

Please be aware that we have the Kyndryl candidate zone hosted by IBM for a certain period. If you have applied for an IBM role previously, you will be able to log into the candidate zone using your previous IBM log in details. When in the candidate zone, you will be able to see your previous applications for both IBM and Kyndryl.

For further information on privacy, please visit www.kyndryl.com/privacy.

Your Role and Responsibilities

The position is with the Infrastructure Services business of Kyndryl. This business unit provides Managed IT Services to clients in India & South Asia. This business unit supports client IT Infrastructure (Servers, Networks, Info Sec, Service Management etc.)

Required Technical and Professional Expertise

Negotiates and agrees Service Level Agreements with the Customer

Support SLA owning competencies to Negotiates and agrees the Operational Level Agreements with the Service Provider as and when required.

Responsible for Providing Service Level Reports to the client post internal reviews and approvals.

Ensuring regular review of SLA performance with client as per agreed frequency.

Responsible for Establishing Modifying or Deleting a Service Level as per requirement from client or otherwise in line with contracted parameters.

Responsible for Validating Service Level Defaults.

Responsible for Service Level Credit Management like penalty, Earnback or bonus discussion.

Analyses and reviews Service Performance against the SLAs. Ensures that service level breaches are analyzed and SIP to ensure no repeat breach.

Identify potential breaches and initiates corrective action. Own , define , plan and implement Service Improvement Plan across accounts for any SLA failure or potential SLA failure.

Timely reporting of SLAs to client as per SLAs agreed in SOW.

Ensures that drill down analysis is performed where necessary to identify root causes of negative trends.

The Service Level Manager is responsible for the quality and integrity of the Service Level Management process. He/she is the interface to the customer and to the other process managers to formulate and agree an appropriate Service Level Management structure for the account, in line with contractual requirement.

Preferred Technical and Professional Experience

Proficient in using MS Office tools.

Project Management Skills

ITIL 4 (Inter/Expert) / COBIT / PMP Certification

Good understanding of infrastructure technologies. Understanding of Hybrid Cloud, IaaS & PaaS Architecture, Networking Knowledge, Storage/database

Required Education

Bachelor's Degree

Preferred Education

Master's Degree

Being You @ Kyndryl

Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Other things to know

When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Primary Job Category

Technical Specialist

Role (Job Role)

Service Delivery Specialist

Employment Type

Full-Time

Contract Type

Regular

Position Type

Early Professional

Travel Required

No Travel

Company

(Y030) Kyndryl Solutions Private Limited

Is this role a commissionable / sales incentive based position

No

Apply : https://careers.kyndryl.com/form/wwmcandidate/37541/31496116304/62b970d8d2c71e00074252d9