Job Summary

Your Role:

You will drive measurable outcomes by helping customers address complex business challenges through industry specific insight, technology strategy, and execution planning. The role balances discovery, analysis, solution design, and delivery oversight, with clear ownership of defined workstreams and customer outcomes. Success is demonstrated through actionable recommendations, trusted customer relationships, and progress against agreed business objectives.

Responsibilities

- Act as a trusted advisor, helping customers address business challenges and achieve measurable outcomes through technology solutions.
- Lead discovery, assessment, and planning activities to develop actionable recommendations, roadmaps, and execution strategies.
- Own customer workstreams, ensuring delivery against business objectives, timelines, and success metrics.
- Build solid stakeholder relationships and serve as a key interface between customers, Delivery Partners, Architects, and SREs.
- Provide technical leadership and oversight to ensure secure, reliable, and high-quality IT service delivery.
- Drive innovation, automation, and continuous improvement to enhance service performance and customer value.
- Monitor service health, customer satisfaction, and business outcomes, proactively identifying and resolving risks and issues.
- Foster collaboration, accountability, and technical excellence across teams to deliver exceptional customer experiences.

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 Experience

- 15+ years of experience in IT service delivery, customer success, and leading high-performing technical teams.
- Strong understanding of managed services, enterprise platforms, IT operations, and technology vendor ecosystems.
- Proven experience in Incident, Problem, Change, and Major Incident Management, including root cause analysis and service restoration.
- Ability to collaborate effectively with Delivery Partners, Architects, and SRE teams to drive customer outcomes and service excellence.
- Hands-on knowledge of AIOps, automation, and modern operational practices, with a focus on innovation and continuous improvement.
- Strong customer engagement and stakeholder management skills, with the ability to build trusted relationships at all levels.
- Demonstrated leadership capabilities, including coaching, mentoring,



and developing technical teams in a customer-focused environment.

Preferred Skills Experience

- Bachelors degree in Information Technology, Computer Science, Engineering, or a related field.
- Industry certifications such as ITIL, PMP, Lean Six Sigma, or equivalent service management and project management credentials.
- Experience leading service transformation, operational excellence, or digital modernization initiatives.

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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Subject Matter Expert - Banking Industry (Mumbai)
🏢 Kyndryl
📍 Mumbai