Fully Remote
Buenos Aires, Argentina
Full time
R-70604
Who We Are
At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people-Kyndryls-that means doing purposeful work that powers human progress. Join us and experience a versátil, supportive environment where your well-being is prioritized and your potential can thrive.
The Role
Key Responsibilities
1. ITIL & Service Management Practice
• Apply ITIL principles consistently in daily service operations, balancing process compliance with the speed required to restore service.
• Follow and reinforce defined process roles, handoffs, and records across Incident, Problem, Change, Monitoring, and Event Management.
• Ensure tickets, problem records, and related changes are correctly linked so work remains traceable between processes.
• Support resolver teams and service desk colleagues in understanding escalation paths, priorities, and service management expectations.
2. Incident & Major Incident Management
• Manage day-to-day incidents within agreed service levels, ensuring they are correctly prioritized, assigned, escalated, and communicated.
• Act as Major Incident Manager for assigned services or on-call rotations, opening the bridge, establishing roles and update cadence, and driving toward restoration, escalating to senior service management for the most critical or enterprise-wide events.
• Keep the bridge focused on business impact, recovery options, blockers, decisions, and next actions with clear owners.
• Prepare and send clear,



timely updates to technical teams, service owners, and business stakeholders using established communication templates, and contribute to leadership updates.
• Maintain accurate major incident timelines, actions, decisions, and communications to support review and audit.
• Prepare and facilitate post-incident reviews, documenting findings and ensuring follow-up actions are raised in Problem Management, Change Management, or improvement backlogs.
3. Triage & Troubleshooting Coordination
• Perform initial triage to establish service impact, urgency, affected users or business processes, symptoms, and the technical teams required.
• Coordinate troubleshooting across resolver teams, ensuring evidence is shared, duplicate effort is avoided, and actions have clear owners and timelines.
• Recognize when to elevate, engage additional expertise or vendors, declare a major incident, or pursue a workaround, following defined criteria and seeking guidance when needed.
• Remain calm and organized during high-pressure situations, relying on technical subject-matter experts for diagnosis while keeping the response on track.
4. Change Management
• Check recent and scheduled change activity during incidents and support the Change team with failed-change, emergency-change, and rollback information.
• Contribute operational input to change reviews, such as service impact,



dependencies, and readiness concerns.
• Flag incidents that appear to be caused by changes so that patterns can be reviewed with accountable teams.
5. Problem Management
• Identify major, recurring, or high-risk incidents and raise problem records with sufficient evidence, timelines, and context.
• Facilitate root-cause analysis sessions using structured techniques (e.g., 5 Whys, timeline analysis, fishbone) and track corrective actions to completion with accountable teams.
• Create and maintain known-error records and workarounds so service can be restored faster when a permanent fix is not yet available.
• Monitor incident recurrence after corrective actions are delivered and report whether the problem has been effectively resolved.
6. Monitoring & Event Management
• Use monitoring dashboards, alerts, and observability tools to detect issues early, confirm service impact, and support faster diagnosis.
• Review incident data to identify monitoring gaps, late detection, missing alerts, and noisy alerts, and raise improvement requests with the monitoring team.
• Apply Event Management practices to distinguish informational events from actionable conditions and help reduce alert fatigue.
• Bring relevant monitoring and event data into triage, bridge discussions, post-incident reviews, and problem investigations as supporting evidence.
7. Service Reporting & Stakeholder Engagement
• Produce regular service reports covering incident volume, severity mix, restoration time, major incidents, recurrence, and corrective-action status.
• Highlight trends and recurring issues to senior service management and help translate them in

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