Situation Management

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 Skills Experience 7-10 years of IT industry experience with 3 years in Incident Situation Major Incident Management Strong expertise in ITIL-based Service Management processes Incident Problem Change Proven experience in handling P1 incidents major outages in large-scale enterprise environments Solid understanding of infrastructure technologies Servers Cloud Networks Applications Security Proficiency in MS Office tools for reporting and dashboards Ability to lead under pressure and make quick informed decisions Key Responsibilities Act as the primary owner for high-severity incidents Major Situation P1 incidents from detection to closure Initiate lead and facilitate incident bridges war rooms with resolver groups vendors and stakeholders until resolution Ensure real-time communication with business leaders senior management and customers during critical situations Drive cross-functional collaboration across infrastructure application network and vendor teams to accelerate resolution Track and escalate issues where progress is blocked ensuring adherence to SLAs Validate incident classification impact and priority reassign or adjust as required Ensure accurate incident documentation including timelines decisions and resolution actions Coordinate with Problem Management for Root Cause Analysis RCA and track corrective preventive actions Prepare and deliver Situation Reports SITREPs incident summaries and post-incident reviews Analyze incident trends and recommend process improvements to reduce recurrence and improve response Support continual service improvement CSI initiatives within Incident and Problem Management processes Preferred Certifications ITIL Foundation Intermediate mandatory Graduate degree in Computer Science Electronics or related field AWS Azure VMware certifications advantage PMP COBIT or equivalent preferred Soft Skills Strong leadership and crisis management abilities Excellent verbal and written communication for senior management and client reporting Analytical and structured problem-solving approach Ability to handle multiple priorities and work calmly under pressure Strong collaboration and conflict-resolution skills 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