SLM and MIS resporting

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

Kyndryl's Security & Resiliency is one of our most critical practices, ensuring enterprises, regardless of their size and complexity, remain secure, available, reliable, and resilient. We take Cybersecurity seriously. We're not just invested; we're committed. We're not just protecting data; we're empowering. Kyndryl is committed to making the world safer, not only by investing in state-of-the-art services and technologies but also by empowering underserved communities with essential cyber skills.

When you walk through our doors, you're not only joining a team but you're also becoming part of a legacy. Welcome to Kyndryl, where Cybersecurity isn't just a job – it's a passion; a commitment to designing, running, and managing the most modern and reliable technology infrastructure that the world depends on every day.

Join us as a Cybersecurity Infrastructure Professional, where you'll be entrusted with the crucial task of maintaining and enhancing the infrastructure that is the backbone of our cybersecurity operations for our Fortune 500 clients. You'll be responsible for the orchestration of infrastructure, keeping our systems protected from the relentless advances of physical and cyber adversaries.

Your vigilance and technical expertise will be the shield that safeguards our computer systems, networks, and invaluable data from the threat of unauthorized access, theft, damage, and other malicious activities. Your domain will revolve around preserving the integrity of an IT infrastructure, the security of networks, and the sanctity of data.

If you have a passion for cybersecurity and are looking for a role that combines cutting-edge technology with the thrill of safeguarding critical assets, then this role is your gateway to the world of cybersecurity heroism. Join us at Kyndryl, and let's build the future of digital security together.

Your Future at Kyndryl
When you join Kyndryl, you're not just joining a company – you're entering a space of opportunities. Our partnerships with industry alliances and vendors mean you'll have access to skilling and certification programs needed to excel in Security & Resiliency, while simultaneously supporting your personal growth. Whether you envision your career path as a technical leader within cybersecurity or transition into other technical, consulting, or go-to-market roles – we're invested in your journey. .

Who You Are

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 Service Level Management (SLM)

• Define and manage service level objectives (SLOs) and ensure alignment with CUSTOMER expectations.

• Monitor and evaluate service performance against agreed SLAs on a monthly basis.

• Identify and report service level defaults when performance metrics fall below expected thresholds.

• Administer service level credits (liquidated damages) for SLA breaches, calculated based on the percentage of calls outside acceptable service levels.

• Facilitate earn-back mechanisms when performance exceeds SLA targets, subject to CUSTOMER discretion.

• Ensure SLA compliance across all in-scope services including incident, change, and problem management.

• Reconcile service level credits and earn-backs monthly.

• Collaborate with CUSTOMER VP – Technology (Operations) for final sign-off on SLA adherence.

• Maintain transparency and accountability through detailed SLA reporting and governance.

• Ensure exceptions are documented and validated (e.g., disaster recovery, third-party delays).

• Periodically audit SLA processes and metrics to ensure compliance and continuous improvement 1.

• MIS Reporting – Job Description

• Core Responsibilities

• Own the creation, validation, and analysis of reports and dashboards across all ITSM processes.

• Maintain a repository and regular backups of data sets and published reports.

• Automate report generation and scheduling in collaboration with the Tools team.

• Identify and resolve discrepancies in reporting data and formulas.

• Develop and maintain a ready reckoner with definitions, formulas, frequency, logic, and stakeholders for training purposes.

• Enable insights automation and align reporting practices with industry best standards.

• Publish reports at defined frequencies (daily, weekly, monthly) and support ad-hoc reporting needs.

• Report Types

• Daily Reports:

• Call logged, closed, pending, reopened, and TSAT data.

• Antivirus dashboard.

• Pending ticket report.

• Partner dependency pending ticket report.

• Compliance consolidated report.

• Asset demand and issuance report.

• Weekly Reports:

• SLA compliance report.

• FCR and KMDB report.

• Backup and encryption compliance report.

• Analysis of top end-user incident drivers and root causes.

• Monthly Reports:

• Operations dashboard covering SLA compliance, service improvement plans, escalations, and compliance posture.

• Summarized asset view

Preferred Skills and Experience

•Bachelor's degree in Computer Science, Cybersecurity, Information Technology, or other related fields

•Experience with workload, server, network architectures and associated security controls

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.