Job Description

Your Role and Responsibilities

• As a member of the Service Operations Team in Delivery Enablement Services at Kyndryl Canada\'s Securities Industries Services (SIS), the successful candidate would coordinate the delivery team\'s responses to service incidents
• The SIS delivery platform is a transaction processing system used by 60% of IIROC member firms, tracking the investments of millions of Canadians on behalf of financial (securities) industry institutions
• The foundational technologies are primarily z/OS, WebSphere/MQ, IMS, DB2, AIX, Linux, PL/1, Java, REXX and ServiceNow
• In supervision of currently active incidents, the Incident Management Practitioner would assist in coordination and communication between relevant SMEs and operational teams that are specialized in their respective areas, to assist in the timely restoration of complex incidents that could be impacting our clients in the areas of Data Integrity, Service Availability, Performance/Capacity, and Confidentiality
• In the cases of Major Incidents, the Practitioner would act from time to time in the role of Major Incident Manager, including on-call availability
• In this role, they would be responsible for: coordinating recovery and restoration efforts, publishing progress updates to management, business, and client-facing stakeholders, tracking and recording actions, facilitating the use of expedited and emergency change management processes, and applying diagnostic and troubleshooting methodologies

Required Education

Bachelor\'s Degree

Role ( Job Role )

Service Coordinator

Primary job category

Technical Specialist

Company

(Y009) Kyndryl Canada Limited

Contract type

Regular

Employment Type

Full-Time

Is this role a commissionable/sales incentive based position?

No

Travel Required

No Travel

Preferred Education

Bachelor\'s Degree

Being You @ Kyndryl

Diversity is a whole lot more than what we look like or where we come from, it\'s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we\'re not doing it single-handily: Our Kyndryl Inclusion Networks (KINs) are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That\'s the Kyndryl Way.

Required Technical and Professional Expertise

• Certified ITIL Foundation (v3/v4) or higher
• ITSM experience with ITSM tool such as ServiceNow Familiarity with Project Management and SDLC methodologies (Waterfall and Agile)
• Ability to manage multiple tasks and competing priorities
• Effective at working through ambiguity and building consensus
• Experienced at managing the expectations of business leaders in times of crisis
• Strong leadership to lead Incidents resolution with multiple stakeholders

Preferred Technical and Professional Experience

• Familiarity with formal troubleshooting methodologies (Deming, Kepner/Tregoe/Fourie, Ishikawa, CauseWise, etc.) and familiarity with the Canadian Securities Industry would be beneficial

Position Type

Professional

Other things to know

Must have the ability to work in Canada without sponsorship.

This role will involve working with technology that is covered by Export Regulations sanctions. If you are a Foreign National from any of the following US sanctioned countries (Cuba, Iran, North Korea, Syria, and the Crimea, Luhansk, Donetsk, Kherson, and Zaporizhia regions of Ukraine) on a work permit, you are not eligible for employment in this position.

Why Kyndryl

Kyndryl is a market leader that thinks and acts like a start-up. We design, build, manage, and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl?

We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers, and our communities. We invest heavily in you - not only through learning, training, and career development, but also through the flexible working practices and stellar benefits that help you grow and progress long-term. And we give back - from planting 90,000 trees in our first 3 months as part of our One Tree Planted initiative to the Corporate Social Responsibility and Environment, Social and Governance practices embedded within everything we do, we are committed to powering human progress in an ethical, sustainable way.

Kyndryl