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Kyndryl, Inc. Operations / Tech Support Duty Manager in BUDAPEST, Hungary

Your Role and Responsibilities

Responsibilities:

Control and manage the operation of 2nd and 3rd level on several platforms

Establish and maintain a dialogue with technical teams, Delivery Project Executives (DPE), customer focal as a single point of contact for specific major incidents

Drive the resolution of major incidents upon engagement

Control incident management and change processes

Represent the Operation Center in telephone conferences, escalations, outage handling

KPI and ticket quality supervision in order to meet standards

Leading shift-handovers

Challenges to achieve/sustain account quality, service levels, documentation, compliance, and audit readiness.

Interact with customers and providers

First point of contact for management regarding operational issues

Taking full responsibility for the operations

What we can offer:

  • Competitive salary

  • Health/insurance-related benefits (AYCM sports card, private health insurance, pension plan contribution, life insurance)

  • Commuting and relocation support

  • Special discounts with IBM card

  • New employee referral bonus

  • International environment, development, and career opportunities

Required Technical and Professional Expertise

Requirements:

  • ITIL and CMDB know-how

  • Previous experience in IT operations

  • Experience in major incident management

  • Excellent problem-solving skills and ability to work under pressure

  • Good sense of Business Impact and prioritization

  • Conscious use of assertive, diplomatic, and customer-oriented communication style

  • Advanced English knowledge

  • Willingness to work in 24/7 shifts (12 hours)

Preferred Technical and Professional Experience

  • Has ITIL V3/V4 certificates

  • Able to build trust in his colleagues and leaders

  • Makes decisions effectively

  • Monitors processes, evaluates results in an appropriate way

  • Takes independent, proactive actions with full responsibility

Required Education High School Diploma/GED

Preferred Education Bachelor's Degree

Country/Region Hungary

State / Province MULTIPLE

City / Township / Village MULTIPLE CITIES

Being You @ Kyndryl

Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All 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 characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Other things to know

IBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly. If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.

Primary job category Services Solutions Management

Role ( Job Role ) Technical Solution Manager

Employment Type Full-Time

Contract type Regular

Position Type Professional

Travel Required No Travel

Company (Y029) Kyndryl Hungary Kft.

Is this role a commissionable/sales incentive based position? No

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