Incident Manager

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 Are you passionate about delivering exceptional service and revolutionizing the world of technology We have an incredible opportunity for a talented individual to join our dynamic team as a Delivery Management Lead In this customer-centric role you will play a pivotal role in ensuring our customers receive top-notch service within a contractual framework As a visionary leader you will inspire and guide our team of experts to deliver high-quality and reliable information technology services Working closely with the latest systems software products and networked devices you will align our solutions perfectly with our customers evolving business needs Your deep knowledge of the services we provide paired with your understanding of customer businesses will enable you to propose and implement tailored solutions that exceed their expectations You will be an integrated part of our customer account structure fostering strong relationships with our customers and collaborating closely with our Delivery Partner Together you will create an environment that promotes innovation collaboration and customer success By owning the technical and managerial support for our field engineers technicians system administrators subject matter experts and product support personnel you will empower them to deliver manage maintain and deploy IT services effectively When it comes to troubleshooting incidents problems changes and escalations you will be at the forefront providing swift support to fix any issues that may arise in malfunctioning services operations software or equipment Your expertise will be crucial in ensuring that our systems run smoothly offering our customers a seamless experience As a Delivery Management Lead you will have the unique opportunity to collaborate with an exceptional team of Delivery Partners Architects and SREs Site Reliability Engineers Together you will co-create design deploy and maintain reliable available and future-proof systems and services Your innovative ideas and leadership skills will play a vital role in shaping the technological landscape of our organization and the industry as a whole If you are ready to make an impact drive customer success and be at the forefront of technological advancements this is the role for you Join our team and be part of an exhilarating journey as we reshape the IT services landscape with creativity passion and excellence Your Future at Kyndryl Kyndryl has a global footprint which means that as a Delivery Management Lead at Kyndryl you will have opportunities to work on projects and collaborate with colleagues from around the world This role is dynamic and influential - offering a wide range of professional and personal growth opportunities that you won t find anywhere else 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 and Experience Having 5 years of Experience in Incident Management Manage all major incidents Sev1 Sev2 and urgent on-demand Sev3 incidents in a 24x7 centralized desk Receive and log incidents via phone email and web in SNOW Portal Perform initial assessment categorization and prioritization using the Call Logging Template CLT Lead and facilitate incident calls with full ownership until resolution Conduct initial discovery and provide preliminary support before engaging domain SMEs Assign incidents to appropriate resolution groups and drive closure Initiate bridges and release notifications with meaningful progress updates Keep internal and external stakeholders informed throughout the incident lifecycle Escalate unresolved incidents per escalation procedures approved by CUSTOMER SPOC Maintain and update the MIM portal with all relevant incident information Ensure incidents are not closed until fully resolved and approved by CUSTOMER Conduct quarterly reviews and audits of processes roles and documentation Preferred Skills and Experience Maintain daily trackers for P1 P2 incidents and bridge adherence Publish weekly and monthly dashboards with insightful analysis Follow up for RCA post-incident closure for CUSTOMER-dependent P1 incidents Organize monthly cross-skill training with domain teams Maintain and reconcile escalation matrices and notification distribution lists 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