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MACE Compliance Lead and Service Manager

Location Bengaluru, India
Posted 28-October-2021
Please be aware Kyndryl will continue to use some IBM systems for a certain period after spin-off. This means when you sign up to either the IBM or Kyndryl candidate portal, you will have the benefit of being able to see and apply for IBM and Kyndryl jobs and to access information about IBM and Kyndryl jobs you have applied to, for a limited period from either candidate portal. If you have already signed up as a candidate on IBMs portal, please continue to use this account to access IBM and Kyndryl jobs.

Your Role and Responsibilities

As part of the Multi-Cloud Management Platform (Run Manage team) your will be responsible for facing Internal Kyndryl teams (DPE, SDM, Automation Focal, etc.) to resolve their Day-to-Day Issues on using Applications hosted on MCMP. The team is diverse and distributed across the world, and collaborates on daily basis over Jira, WebEx, and Slack.

Support multiple Customers around the world for Issues raised by them
Ensure all Issues have a relevant Ticket and assigned to appropriate team/person
Ensure Incidents and Defects are assigned Correct Severity
Follow-up for tickets closure within SLA
Be the Interface between Customer and Technical teams (Translate Technical language to Simple English and vice-versa)
Work with multiple Internal (MCMP) Teams to ensure Customer Issues are Resolved soon
Work with SREs to perform Initial Triage of Issues
Operate in a DevOps world where development takes responsibility of Open Issues and drive them to resolution
Ensure No Issues are left unattended
Provide Status update to Stake Holders on Regular basis

Required Technical and Professional Expertise

12-15 years of experience (Min-3 years of relevant experience).
Experience in Incident Management, Defect Management, Release Management
Good in communication and Customer relationship management skills
Ability to work in a distributed team throughout the world
Excellent verbal and written communication skills and a great teammate

Preferred Technical and Professional Experience

ITIL Basic Certification.
Experience on Jira, Confluence, PPT, Excel, Box.
Strong analytical, problem solving, debugging skills.

Required Education
Min 12 to 15 Years.

Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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