Incident Management

Job Description 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 have This 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 - 7-10 years of IT industry experience, with at least 3 years in Incident/Service Management or Technical Support leadership. - Strong knowledge of ITIL-based Service Management processes (Incident, Problem, Change). - Proficiency in using MS Office tools (Excel, PowerPoint, Word) for reporting and dashboards. - Experience with infrastructure technologies (Servers, Networks, InfoSec, Cloud, etc.). - Excellent communication, coordination, and stakeholder management skills. - Ability to perform under pressure and manage high-severity incidents. Key Responsibilities - Act as the day-to-day interface for the Incident Management process and ensure its execution as per ITIL standards. - Track open incidents and identify those requiring increased focus to meet committed SLAs. - Host major incident bridges/meetings and ensure timely updates to stakeholders. - Act as a point of escalation for incident-related issues and coordinate with resolver groups for timely resolution. - Ensure proper documentation and completeness of all incident tickets, including updates to key fields. - Review and validate incident priorities and reassign misdirected incidents. - Track Root Cause Analysis (RCA) and corrective/preventive actions for major incidents. - Track and report on missed SLAs and ensure corrective measures are implemented. - Prepare and publish incident-related dashboards and reports as per defined timelines. - Identify areas for process improvement using key metrics and incident trends. - Communicate any inefficiencies and deficiencies in the incident process to the process owner. - Educate and guide process users through steady-state presentations and knowledge transfer sessions when required. - Review and validate business justifications for priority changes. Preferred Certifications - ITIL Foundation / Intermediate - Graduate degree in Computer Science, Electronics, or related field. - COBIT / PMP Certification (desirable) - MCSE / CCNA or equivalent technical certifications Soft Skills - Strong leadership and decision-making skills. - Analytical and problem-solving abilities. - Customer-focused mindset with the ability to manage senior stakeholder communication. - Team player with mentoring skills for guiding support staff. 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.