Service Desk L2 Support

Overview

Lead a technical services delivery team (squad) through agile practices, incident, problem and change management, and root cause analysis, while driving high-quality end-to-end service delivery aligned with customer business needs.

What you'll do

• Guide squads toward delivering exceptional end-to-end services and optimize workflows by identifying bottlenecks and eliminating obstacles.
• Champion high-quality deliverables throughout the technical services lifecycle, meeting and exceeding customer business needs.
• Understand customer industries and how they use products to achieve desired outcomes, working with Delivery Managers to meet customer service priorities.
• Use Kyndryl Bridge data insights to tailor improvements and enhance service stability.
• Lead troubleshooting and resolution of complex service-related issues and align squad workloads with business priorities.
• Engage with client stakeholders, keep project progress synchronized, and represent the team at user group meetings, leadership gatherings and client interactions.
• Provide feedback to squad members to help them grow.
• Play a pivotal role in interdisciplinary service improvement projects, collaborating with other squads and creating agile teams to meet evolving customer needs.
• Set and achieve team targets aligned with business metrics, performance standards and SLAs, and manage individual and team performance.
• Leverage data-driven insights and AI services, following best practices to tackle data management challenges and deliver data modernization and platform management services.
• Facilitate the smooth transfer of knowledge to the entire team.
• Conduct assessments to identify the specific needs and challenges the team faces during transition.
• Develop and deliver training programs to equip individuals with the skills and knowledge for their new roles.

What you'll need

• Proven experience leading technical team(s) through incident, problem and change management, as well as root cause analysis.
• 4.5+ years of Service Desk Operations & Training experience.
• Ability to effectively communicate with both technical and customer stakeholders.
• Industry recognized certifications in the aligned supporting area (e.g., CompTIA A+, ITIL, SDA, SDM, Public/Private Cloud, Mainframe etc.).
• Fluent in English.

Nice to have

• Bachelor's degree in related technical field or equivalent practical experience.
• Experience with an ITIL driven service organization.
• Six Sigma, PMP, and/or ITIL certifications.

Details

• Location: Bangalore, Karnataka, India.
• Open for tenured Band 5, Band 6A open for lateral movement, and tenured Band 6A and Band 6B open for lateral movement.
• Hybrid-friendly work environment.