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Techincal Escalation Manager
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Who We Are
At Kyndryl, 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.
The Role
The Technical Escalation Manager will play a vital role in identifying, implementing and executing the Orchestration and Operational responsibilities for service provisioning in relation to service availability and continuity.
TEM will have the overall lead in solving global major incidents (supported by the Service Delivery Manager on duty). Also, TEM will lead, guide and coach the Major Incident Core Team during the incident and provides status reports to the Service Delivery Manager. It is required to work with engineers from all competencies needed and have an understanding of their work to be able to take the best decisions based on their analysis. In case needed escalation to next levels of support and or stakeholders will be initiated. The TEM is committed to on-call duties and 24/7 availability.
Another important aspect is leading root cause analyses independently and work with stakeholders (IT leads, SDM’s, RCA managers and a wide variety of engineers) to deliver a detailed RCA report including contributing factors and service improvements to avoid repetition.
Your Future at Kyndryl
Kyndryl has a global footprint, which means that as a TEM at Kyndryl you will have opportunities to work on projects and collaborate with colleagues from around the world. This role is dynamic and influential – offering a wide range of professional and personal growth opportunities that you won’t find anywhere else.
Who You Are
In this assignment the professional needs to understand the various IT landscapes of different applications and technology stacks. Objective is to:
• Solve Major incidents as soon as possible. Shorter Mean Time To Repair
• To steer and direct the Major Incident process by efficient and effective deployment of people and equipment so that the desired result - resolution of the Major Incident as quickly and efficiently as possible and / or minimize the impact.
• Prevent re-occurrence through Service improvements. Longer Mean Time Between Failures
• Pro-actively prevent (further) damage occurring and prevent further escalation of the Major Incident.
* Should have at least 6+ years of relevant experience.
• Monitor daily operations to assess which Prio1 incidents require escalation to High Care or Major Incident.
* Fluent in Dutch Language
* Should be based in the Netherlands
Being You
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 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.
What You Can Expect
With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.
