Associate Director – Incident, Problem, Change, Operational Resilience

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🔥 0 minutes ago

🇦🇷 Argentina – Remote

⏰ Full Time

🟠 Senior

👔 Director

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Kyndryl

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2021

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Kyndryl is a leading IT infrastructure services provider, serving thousands of enterprise customers worldwide. The company specializes in designing, building, managing, and modernizing complex, mission-critical information systems. Kyndryl offers a range of services including IT consulting, cloud services, cybersecurity, data and AI solutions, and digital workplace transformation. With a strong focus on innovation, partnerships, and co-creation, Kyndryl helps businesses tackle IT complexity and drive operational excellence. The company operates across various industries such as automotive, healthcare, banking, and more, providing expertise and solutions to address industry-specific challenges. Kyndryl's global network and strategic alliances empower enterprises to adapt to the evolving technology landscape, ensuring their essential systems are reliable and efficient.

📋 Description

• Lead the Major Incident Management function across the organization • Direct responses to Severity 1, Severity 2, and other business-critical incidents • Provide senior operational leadership during major incidents and keep technical teams focused on recovery priorities • Own and coordinate executive communications during major incidents • Translate complex technical information into concise business-focused updates • Establish communication cadences and consistent messaging for executives, stakeholders, technical teams, vendors, and customer-facing organizations • Lead post-incident reviews and ensure corrective and preventive actions are completed • Improve major incident processes, playbooks, tooling, automation, training, and response readiness • Own enterprise Incident and Problem Management practices and governance • Drive improvements to reduce service disruption and improve Mean Time to Acknowledge, Engage, and Restore • Identify recurring issues, operational trends, and systemic risks • Ensure root cause analysis, known-error governance, corrective actions, and remediation commitments • Own enterprise Change Management governance, policies, risk classifications, approval models, and controls • Oversee Change Advisory Board activities and Normal, Standard, and Emergency change governance • Improve change risk assessment and monitor change success rates and change-related incidents • Establish enterprise technology operational resilience and service reliability practices • Identify critical service risks and drive resilience, recovery, automation, observability, AIOps, analytics, and proactive monitoring initiatives • Establish operational metrics, scorecards, and executive reporting • Align practices with governance, audit, risk, regulatory, and compliance expectations • Lead, coach, and develop Incident, Problem, Change, and Major Incident Management professionals • Build cross-functional partnerships and ensure major incident coverage and readiness

🎯 Requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related discipline, or equivalent professional experience • 8 or more years of experience in IT operations, service management, engineering, infrastructure, cybersecurity operations, or related technology disciplines • 3 or more years of leadership experience across Incident, Major Incident, Problem, Change, Service Management, or technology operations • Demonstrated experience leading complex, high severity incidents in large enterprise environments • Strong understanding of ITIL-based Incident, Problem, Change, and Major Incident Management practices • Ability to communicate effectively with senior executives during high pressure situations • Ability to translate complex technical information into clear business impact, operational risk, recovery status, and required decisions • Strong understanding of enterprise infrastructure, cloud, applications, networking, cybersecurity, observability, and service dependencies • Experience developing operational metrics, executive reporting, governance processes, and continuous improvement programs • Strong leadership, analytical, problem-solving, facilitation, and stakeholder management skills • ITIL 4 certification or equivalent service management experience preferred • Experience with ServiceNow or comparable enterprise ITSM platforms preferred • Experience with observability, event management, AIOps, automation, and incident response technologies preferred • Experience with Site Reliability Engineering, DevOps, cloud operations, disaster recovery, business continuity, or operational resilience preferred • Experience working within complex, global, or highly regulated enterprise environments preferred

🏖️ Benefits

• Extensive and diverse technical trainings, including cloud technology • Free certifications • Career opportunities in advanced technical roles • Hybrid-friendly culture supporting well-being and growth • Be Well programs supporting financial, mental, physical, and social health • Personalized development goals and continuous feedback • Certifications with Microsoft, Google, and Amazon • Coaching and hands-on learning experiences