Technical Incident Resolution Specialist

hace 23 horas


San Francisco, Heredia, Costa Rica Kyndryl A tiempo completo
Job Description

This role is responsible for managing Severity 1 Major Incidents that impact clients on production or financial environments.

The Major Incident Manager will lead the incident and coordinate all action plans, ETAs, and follow-ups to accelerate the recovery process and mitigate business impact.

They will also document actions and progress made and interact with DPE, PE product development, management, and/or Senior management during crisis situations to ensure high customer satisfaction.

Main Responsibilities
  • Manage and resolve complex problems related to product or service installation, hardware, software issues, operations, performance, or other IT-related aspects.
  • Collaborate with technical teams to identify and implement solutions to improve incident resolution.
  • Develop and maintain knowledge of hardware and software products, including UNIX, Windows, AS400, Storage, and Network Systems.
  • Maintain accurate records of incident details, resolution methods, and outcomes.
Required Skills and Qualifications

To be successful in this role, you should possess:

  • ITIL knowledge (certified preferred).
  • Knowledge of hardware and software products.
  • High School Diploma/GED.
  • At least 2 years' experience in Service Management.
  • At least 1-year experience in Client Facing.
  • English: Fluent.
Preferred Skills and Qualifications

Prior experience in Service Management and ITIL certification are highly valued.

Benefits

Kyndryl offers a range of benefits to support your career growth and well-being, including:

  • A dynamic and inclusive work environment.
  • Ongoing training and development opportunities.
  • Competitive compensation and benefits package.
Others

This role is a full-time position with regular hours. No travel is required. Kyndryl is an equal opportunity employer committed to diversity and inclusion.



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