Why kyndryl
Our world has never been more alive with opportunities and, at kyndryl, we’re ready to seize themWe design, build, manage and modernize the mission-critical technology systems that the world depends on every dayKyndryl is at the heart of progress — dedicated to helping companies and people grow strongOur people are actively discovering, co-creating, and strengtheningWe push ourselves and each other to seek better, to go further, and we carry this energy to our customersAt kyndryl, we want you to keep growing, and we’ll provide plenty of opportunities to make that happenPlease be aware that we have the kyndryl candidate zone hosted by ibm for a certain periodIf you have applied for an ibm role previously, you will be able to log into the candidate zone using your previous ibm log in detailsWhen in the candidate zone, you will be able to see your previous applications for both ibm and kyndrylFor further information on privacy, please visit www.kyndryl.com/privacy.
Your role and responsibilities
Responsible for ensuring seamless governance related to the requests for service process, throughout the entire lifecycleIe from the receipt of an approved client request for service, through to invoicing for the completed project
Monitor the account’s request for service mailbox and pgmp (or account-specific rfs tool) and respond to emails and requests efficiently
Review requests for service received from the customer to ensure completeness, including completeness of business requirements section of statement of requirements
On receipt of requests for service, categorise as appropriate (in line with account policy)
Attend regular rfs meetings with clients and kyndryl colleagues
Work closely with the solution design team to understand status and issues during the solution development phase, and to help maintain focus on turnaround time
Work closely with the project management team to ensure project managers have access to all information relevant to the assigned request for service
Monitor the request for service through the rfs process lifecycle and ensure that comprehensive and accurate updates are made in pgmp and any other required tools by the assigned action owners
Liaise with assigned action owners of requests for service to progress requests through rfs process in order to meet targeted cycle times
Provide contract financial specialist information required to raise claim codes for requests for service
Create rfs status reports for a weekly meeting with rfs manager to discuss status, history and required actions
Provide regular metrics reporting to management and clients alike
Prepare ad hoc reports for management as required
Escalate rfs related issues to management expediently
Educate and communicate the request for service process to ibm team members and to our clients
Assist in audit activity associated with the rfs process
Ensure the rfs process deployed meets all audit and business controls requirements
Provide a central point of contact for all users of pgmp rfs to direct questions
Manage records retention, document filing, archiving and housekeeping for the q2c cma processes, in line with corporate policy
Contribute to the continuous improvement of the role and support the q2c competency in the deployment of standard tools, process and procedures eg agile principles / processes / ceremoniesThis also includes exploring and implementing innovations and process improvements
Required technical and professional expertise
Professional knowledge related to incumbent’s position, team, and departmentRequires ability to absorb professional knowledge quickly and develop skills
Draws upon professional concepts to collaborate with others to carry out assigned duties
Negotiation is required
Provides advice to management
Recognizes job-related problems involving multiple variables that may be related and/or unrelated
Analyzes causes using existing techniques or tools
Prepares and recommends solution alternativesRecommendations need not be final
Preferred technical and professional experience
Manage the request for service work flowThis requires diligent focus to keep high volume pipeline under control
Understand the request for service process, and the related processes that feed into it from the solution design, project management and finance stakeholders
Exhibit very good written and verbal communications skills; communicate well with clients, cpes, dpes, solution designers, project managers and peers
Demonstrate and promote professional commitment, responsiveness and flexibility, especially in a virtual work environment
Required education
Bachelor`s degree
Preferred education
Master`s degree
Country/region
India
State / province
Karnataka
City / township / village
Bangalore
Being you @ kyndryl
Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employerAll 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 characteristicsKyndryl 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 expertiseOur 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
Product services
Role ( job role )
Technical support representative
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?
Yes
Hiring insights
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