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 Overview The SAP RISE ECS Alert Incident Handling Shift Lead is a pivotal role within the Enterprise Cloud Services ECS team responsible for overseeing the efficient management of alerts and incidents in a shift-based operational workplace The role ensures business continuity for SAP RISE customers by leading a team of engineers in monitoring responding and resolving technical issues related to cloud infrastructure and SAP applications Key Responsibilities Shift Leadership Lead and coordinate the ECS alert and incident handling team during assigned shifts ensuring adherence to ARP Alert Reaction Procedure Find Fix guide F F and timely resolution of issues Incident Management Oversee the end-to-end incident management process from initial detection through resolution and closure Ensure incidents are categorized prioritized and escalated as required Alert Monitoring Monitor system alerts using EM IM dashboard proactively identifying potential service disruptions or degradation Stakeholder Communication Act as the primary point of contact for internal and external SAP stakeholders during major incidents providing timely updates and clear communication regarding status and resolution plans Team Coordination Allocate tasks and responsibilities within the shift team ensuring workload balance and optimal resource utilization Process Improvement Identify recurring issues and contribute to continuous improvement of alert and incident handling processes including runbooks and escalation protocols Shift Handover Conduct comprehensive handovers between shifts ensuring all ongoing incidents and critical alerts are communicated for seamless continuity Documentation Reporting Maintain accurate records of incidents resolutions and shift activities Prepare regular reports on shift performance and incident trends Who You Are Required Skills Qualifications Bachelor s degree in Computer Science Information Technology or related field 3 years of experience in cloud operations incident management or SAP ECS environments Strong knowledge of SAP RISE ECS and cloud infrastructure monitoring tools Proven experience in leading teams in a shift-based high-pressure environment Excellent problem-solving analytical and decision-making skills Effective communication and stakeholder management abilities Familiarity with ITIL processes and incident management frameworks Flexibility to work in 24x7 rotational shifts including weekends and holidays Preferred Attributes SAP certification e g SAP Certified Technology Associate is an advantage Experience working in a global multicultural team environment Ability to handle multiple priorities and deliver under pressure Location Shift Details This position is based in Bangalore with shift timings as per the operational requirements of SAP RISE ECS Flexibility to work in both day and night shifts is essential 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 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