LATAM ITIL & Incident Management Lead (Remote)

People Hive HR Consultancies LLC; Quilmes; Remote; ARS 139,086,000 - 200,903,000; Full time

Job summary

Kyndryl is seeking an experienced Major Incident Manager to lead incident response and service restoration across multiple domains. You will coordinate triage, bridge creation, and timely communications with tech teams and business stakeholders.

The role emphasizes ITIL practice, change and problem management, monitoring, and post-incident reviews, with a focus on restoration, root-cause analysis, and continuous improvement.

Qualifications

• 3–5 years in IT operations or ITSM with 1–2 years in incident management.
• Strong ITIL knowledge and practical application in production.
• Proven major incident management experience.
• Ability to coordinate cross-domain troubleshooting.
• Experience with ITSM platforms such as ServiceNow.

Responsibilities

• Apply ITIL principles across incident, problem, change, monitoring and event management.
• Act as Major Incident Manager for assigned services and on-call rotations.
• Lead bridge meetings, set roles and cadence, and drive restoration actions.
• Coordinate troubleshooting across resolver teams with clear owners and timelines.
• Prepare incident updates and post-incident reviews.
• Support Change and Problem Management with data and RCA tracking.

Skills

ITIL

Incident management

Major incident mgmt

Problem management

Technical triage

Change management

Monitoring & observability

Stakeholder communication

ServiceNow knowledge

Tools

ServiceNow

Dynatrace

Splunk

Datadog

AppDynamics

SolarWinds

Job description

Kyndryl is seeking an experienced Major Incident Manager to lead incident response and service restoration across multiple domains. You will coordinate triage, bridge creation, and timely communications with tech teams and business stakeholders.

The role emphasizes ITIL practice, change and problem management, monitoring, and post-incident reviews, with a focus on restoration, root-cause analysis, and continuous improvement.