Senior Associate, Service Coordinator

**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.

**Your Role and Responsibilities**



Daily Tasks
- Follow up issue raise by customer on all Group WA Customer
- Open Situation room/War room
- Create / Coordination / Broadcast Incident notification.
- Create / Coordination / Broadcast situation room notes.
- tracking issue based on recap on hawk eye.
- Monitoring grafana - Coordination with L1 L2 team to check issue are happened.
- Coordinator for all team standby
- Provide initial analysis for problem ticket daily.
- Follow up problem ticket & service request to related team for permanent solution (ticket improvement)
- Follow up PIR / RCA post Sitroom & Incident to related team.
- PIR / RCA Document creation & alignment with customer
- Coordination with SLM for SLA / KPI Report
- Pending ticket reminder
- Status RFC - Dashboard Report per hour
- Summary Incident D-1
- One Pager
- Hawk eye

 Weekly Reporting
- Incident Slide
- Availability
- Major Incident Slide
- SLA Incident SD-02
- SLA Service Request Kp-07 - MTTR Report
- CAR
- PM Weekly Slide

 Monthly Reporting
- AP Tier II IPC
- KP-07 Service Request SLA
- KPI Report for Sev 1 and Sev 2
- SD 02 Incident SLA
- IPC AP TIER II (Problem Part)

 Yearly Reporting
- Recap All Incident Hawk eye per year.
- Lebaran and NARU Festive support
- Review target submt Problem document RCA

**Required Technical and Professional Expertise**
- Should have knowledge IT Service Management;
- Hands on ticket analysis;
- Ability to prioritize and multitask;
- Strong analysis for complain handling ticket & resolution;
- Able to define action plans and track to closure;
- Strong communication skill for coordination with Customer & Multi Parties

**Preferred Technical and Professional Experience**

IT Service Management

**Required Education**

Bachelor's Degree

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.

**Other things to know**

**Primary Job Category**

Technical Specialist

**Role (Job Role)**

Service Coordinator

**Employment Type**

Full-Time

**Contract Type**

Fixed Term - Short Term

**Position Type**

Early Professional

**Travel Required**

No Travel

**Company**

(Y031) PT Kyndryl Solutions Indonesia

**Is this role a commissionable / sales incentive based position**

No