Service Coordination

Job description

Who We Are At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive. The Role Join Kyndryl as a Service Coordinator and take charge of a dynamic role that puts you at the forefront of delivering exceptional IT services to our customers. As a Service Coordinator, you'll be responsible for ensuring timely and effective resolution of customer issues, coordinating and managing service requests, and maintaining constant communication with customers throughout the service process. 1. Application Monitoring & Health Check Monitor applications (Core Banking- finacle), Payments, Trade, LOS, etc.) Track alerts, batch jobs, interfaces, and failures Perform daily start-of-day (SOD) / end-of-day (EOD) checks 2. Incident & Ticket Management- As per ITIL process Act as the first point of contact for application-related issues Log, categorize, and prioritize incidents in ticketing tools . Ensure incidents are handled within defined SLA timelines 3. Basic Troubleshooting Perform initial diagnosis and resolution of issues Handle common issues like: Login failures Data mismatch queries Batch/job failures Interface errors Apply known workarounds using scripts, queries, or SOPs 4. User Support & Communication Respond to users (business/ops team) via email, calls, or tickets Provide status updates and resolution timelines Clarify user queries related to application usage 5. Escalation Management Escalate unresolved or complex issues to L2 / L3 teams Provide proper logs, analysis, and documentation during escalation 6. Operational Activities Execute routine tasks: Batch job restarts File transfers / uploads Data validation checks Support deployments during maintenance windows Participate in production releases Reporting / Documentation updates. 7. Documentation & Knowledge Management Maintain incident logs, resolution steps, and SOPs Update knowledge base for recurring issues 8. Change management – create the ticket in ITSM tool for changes , minor, major or critical. Your Future at Kyndryl Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you won’t find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here. Who You Are You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others. Required Skills and Experience Experience & Qualification Graduate in Computer Science, Information Technology, Engineering, or related discipline. Mandatory 3+ years of Banking Domain experience. Hands-on experience supporting Finacle, CBS, and banking applications. Experience supporting senior executives, CXOs, board members, or VIP users is preferred. Preferred Banking Knowledge Finacle Core Banking Solution CBS Operations Branch Banking Processes Digital Banking Channels Regulatory and Information Security Compliance Incident, Problem, and Change Management in Banking Environment Preferred Skills and Experience •ITIL certified •High level co Being You The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way. What You Can Expect Your career with us isn’t just a job—it’s an adventure with purpose. We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best. From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth. We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success. We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next. Get Referred! If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.