Incident Manager

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Kyndryl

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2021

🏢 Enterprise

🔒 Cybersecurity

☁️ SaaS

Enterprise • Cybersecurity • SaaS

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 management of incidents from identification through resolution, ensuring timely service restoration • Orchestrate incident bridges and coordinate multiple technical teams and service partners during active incidents • Own communication to customers and internal stakeholders throughout the incident lifecycle using defined communication plans • Ensure incident priorities, impacts, and escalations are assessed accurately and consistently • Drive post incident reviews, documenting root causes, actions taken, and improvement opportunities • Partner with Problem Management to trigger deeper root cause analysis when required • Monitor incident trends and metrics to identify recurring issues and opportunities for service improvement • Maintain compliance with IT Service Management (ITSM) processes and continuously improve incident management execution

🎯 Requirements

• Experience working within ITSM frameworks and incident management processes • Hands on experience with ITSM tools such as ServiceNow or equivalent platforms • Ability to lead and coordinate cross functional technical teams during high impact incidents • Experience managing customer communications during service disruptions • Familiarity with formal troubleshooting and root cause analysis methodologies • Ability to manage multiple incidents, priorities, and stakeholders concurrently • Experience documenting incidents, actions, and outcomes in structured systems • ITIL Foundation certification v3 or v4 or higher (preferred) • Experience supporting large scale or enterprise customer environments (preferred) • Experience facilitating post incident reviews and driving corrective actions (preferred) • Comfort working with ambiguity while maintaining structured decision making (preferred) • Experience managing executive or senior stakeholder expectations during critical incidents (preferred)

🏖️ Benefits

• flexible, supportive environment • Be Well programs support financial, mental, physical, and social health