Service Management - Lead

Job description

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 flexible, supportive environment where your well-being is prioritized and your potential can thrive. The Role Key Responsibilities1. 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 escalate, 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 into improvement actions. ·        Build effective working relationships with application, infrastructure, network, cloud, monitoring, service desk, vendor, and business teams. ·        Contribute to service reviews and operational meetings by preparing data, presenting incident and problem updates, and tracking agreed actions. Who You Are Required Experience & Qualifications·        Typically 3–5 years of experience in IT operations, IT support, or IT service management, including at least 1–2 years working directly in Incident or Major Incident Management. ·        Working knowledge of ITIL and practical experience applying ITIL practices in a production environment. ·        Hands-on experience managing incidents, including prioritization, escalation, restoration, and stakeholder communication. ·        Demonstrable Major Incident Management experience, having led or co-led major incident bridges involving multiple technical teams. ·        Ability to perform technical triage and coordinate troubleshooting across several technology domains. ·        Practical exposure to Problem Management, including raising problem records, participating in or facilitating root-cause analysis, and tracking corrective actions; working understanding of Change Management, including emergency and failed changes. ·        Working knowledge of monitoring, alerting, and observability concepts, with experience using monitoring tools to detect or investigate incidents. ·        Experience working with an ITSM platform such as ServiceNow or an equivalent enterprise service management tool. ·        Clear written and verbal communication skills, including the ability to write concise incident updates for business and leadership audiences. ·        Good organizational, prioritization, and facilitation skills, with the confidence to keep technical teams focused during an incident. ·        Ability to work effectively under pressure, follow operational discipline, and see incidents and actions through to closure. Preferred Qualifications·        ITIL 4 Foundation certification strongly preferred; progress towards practice-level certifications is advantageous. ·        Experience in enterprise, managed services, or distributed technology environments. ·        Experience with ServiceNow ITSM modules, particularly Incident, Major Incident, Problem, Change Management and Event Monitoring. ·        Hands-on exposure to monitoring and observability platforms such as Dynatrace, Splunk, Datadog, AppDynamics, SolarWinds, or equivalent tools. ·        Experience supporting hybrid environments across cloud, infrastructure, network, application, and third-party services. ·        Experience preparing service reports or dashboards and contributing to continual improvement initiatives. Being You The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet