IT Incident & Service Management Lead (Remote)

Bridgenext; Ciudad de Mendoza; Remote; ARS 1,200,000 - 2,400,000; Full time

Job summary

Kyndryl is seeking an experienced Incident Manager to lead ITIL‑based service delivery, incident management, and problem management across multiple teams. The role emphasizes strong communication, structured problem solving, and proactive service improvement.

Responsibilities include managing major incidents, coordinating cross‑functional resolution, and delivering timely updates to stakeholders in a dynamic, remote‑friendly environment. Prior ITSM tooling, especially ServiceNow, is valued.

Qualifications

• 3–5 years of experience in IT operations or ITSM.
• Practical knowledge of ITIL in a production environment.
• Hands‑on incident management, with prioritisation, escalation, and restoration experience.
• Demonstrated Major Incident Management, leading or co‑leading bridges.
• Experience coordinating troubleshooting across multiple technical domains.
• Familiarity with monitoring, alerting, and observability concepts; ability to use data in triage and reviews.

Responsibilities

• Apply ITIL principles to daily service operations while balancing process compliance with speed to restore service.
• Manage day‑to‑day incidents and major incidents, including bridge setup, roles, and updates.
• Coordinate triage and troubleshooting across resolver teams with clear ownership and timelines.
• Support Change Management with incident impact and rollback information.
• Lead problem management activities including root‑cause analysis and action tracking.
• Produce service reports and present updates to stakeholders; engage with cross‑functional teams.

Skills

ITIL

Incident Mgmt

Major Incident

Problem Mgmt

Change Mgmt

Monitoring

Service Reporting

Stakeholder Eng

Tools

ServiceNow

Job description

Kyndryl is seeking an experienced Incident Manager to lead ITIL‑based service delivery, incident management, and problem management across multiple teams. The role emphasizes strong communication, structured problem solving, and proactive service improvement.

Responsibilities include managing major incidents, coordinating cross‑functional resolution, and delivering timely updates to stakeholders in a dynamic, remote‑friendly environment. Prior ITSM tooling, especially ServiceNow, is valued.