Ops Manager

This job is with Kyndryl, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.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 Infrastructure Specialists at Kyndryl are project-based subject matter experts in all things infrastructure - good at providing analysis, documenting and diagraming work for hand-off, offering timely solutions, and generally "figuring it out." This is a hands-on role where your feel for the interaction between a system and its environment will be invaluable to every one of your clients.There are two halves to this role: First, contributing to current projects where you analyze problems and tech issues, offer solutions, and test, modify, automate, and integrate systems. And second, long-range strategic planning of IT infrastructure and operational execution. This role isn't specific to any one platform, so you'll need a good feel for all of them. And because of this, you'll experience variety and growth at Kyndryl that you won't find anywhere else.You'll be involved early to offer solutions, help decide whether something can be done, and identify the technical and timeline risks up front. This means dealing with both client expectations and internal challenges - in other words, there are plenty of opportunities to make a difference, and a lot of people will witness your contributions. In fact, a frequent sign of success for our Infrastructure Specialists is when clients come back to us and ask for the same person by name. That's the kind of impact you can haveThis is a project-based role where you'll enjoy deep involvement throughout the lifespan of a project, as well as the chance to work closely with Architects, Technicians, and PMs. Whatever your current level of tech savvy or where you want your career to lead, you'll find the right opportunities and a buddy to support your growth. Boredom? Trust us, that won't be an issue.Your future at Kyndryl There are lots of opportunities to gain certification and qualifications on the job, and you'll continuously grow as a Cloud Hyperscaler. Many of our Infrastructure Specialists are on a path toward becoming either an Architect or Distinguished Engineer, and there are opportunities at every skill level to grow in either of these directions.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 Technical and Professional Experience Key Responsibilities 10-12 yearsof total IT experience, with minimum 4-5yearsin a similar operational leadership role (e.g., Ops Manager, Site In-charge).Ensure high-quality delivery of end-user support (incidents, service requests, administration, project tasks) per client contracts.Monitor and improve SLA attainment, reduce recurring issues (chronic red/amber), and manage MTTR through proactive measures.Oversee daily operations, ticket aging, hygiene, reopened cases, and customer feedback (VOC).Client Relationship & SatisfactionBuild andmaintainstrong client relationships through effective communication, execution, and stakeholder engagement.Drive customer satisfaction by resolving issues with a customer-first mindset andidentifyingservice gaps.Continuous Service ImprovementDrive SIPs (Service Improvement Plans) and CSI (Continual Service Improvement) initiatives using Lean/Six Sigma methodologies.Analyze ticket data and operational metrics toidentifytrends, issues, and opportunities for improvement.Team Leadership & CollaborationLead onsite support teams, conduct performance reviews, and ensure alignment to service goals and targets.Collaborate with IT vendor governance teams to ensure partner performance and SLA compliance.Governance & DocumentationEstablish standardized procedures and documentation for end-user services aligned with ITIL best practices.Participate in operational reviews and reporting,providingactionable insights to management.Automation & InnovationIdentifyopportunities for automation and implement solutions to reduce manual efforts and response times.Encourage innovation, growth, and collaboration within the team aligned with Kyndryl's core values.Key Skills & Competencies Excellentwritten and verbal communicationskills.Strong technicalexpertisein:Windows OS & Mac iOSMS 365/O365, Microsoft Teams, Skype for BusinessAD administration, laptop/desktop imaging and builds, hardware troubleshootingStronganalytical and problem-solvingskills.Solid understanding ofIT service management (ITSM)and ticketing/CRM tools.Hands-on knowledge ofITIL V3/V4 frameworksand basic project management (Agile/Waterfall).Experience withLean/Six Sigmaor similar process improvement methodologies.Ability to interpret data using basicstatistical toolsto drive decisions and service improvements.Qualifications Bachelor's or Master'sdegree in any discipline (Information Technology preferred).Certifications (preferred):ITIL V3/V4MCSE,CCNA, or equivalentPreferred Personal Attributes Strong customer centricity and empathyTeam-oriented leadership with a focus on mentorship and growthProactive mindset towards operational excellence and innovationAbility to thrive in a fast-paced, client-facing environmentBeing 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 employeelearning programsgive 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.