Major Incident Lead — ITIL & Service Management

Webflow, Inc.; Quilmes; Remote; ARS 1,200,000 - 2,000,000; Full time

Job summary

Kyndryl is seeking an experienced IT Operations professional to join our incident, problem, and change management teams in a fully remote role. You will apply ITIL principles, coordinate triage, manage major incidents, and drive continual improvements across monitoring, reporting, and stakeholder communications.

Join a culture focused on Be Well, learning, and global collaboration, with a flexible, supportive environment where your well‑being is prioritized and your potential can thrive.

Qualifications

• Typically 3–5 years of experience in IT operations, IT support, or IT service management, including at least 1–2 years 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 and tracking corrective actions; understanding Change Management, including emergency changes.
• Working knowledge of monitoring, alerting, and observability concepts, with experience using monitoring tools.
• Experience with ServiceNow ITSM modules, particularly Incident, Major Incident, Problem, Change Management and Event Monitoring.

Responsibilities

• Apply ITIL principles consistently in daily service operations and ensure process compliance while restoring service quickly.
• Act as Major Incident Manager for assigned services or on‑call rotations and drive towards restoration with clear ownership.
• Coordinate troubleshooting across resolver teams, sharing evidence and avoiding duplicate effort.
• Check change activity during incidents and support the Change team with rollback information.
• Identify major or high‑risk incidents and raise problem records with evidence and timelines.
• Utilize monitoring dashboards and alerts to detect issues and support faster diagnosis.
• Produce regular service reports and present incident and problem updates to stakeholders.

Skills

ITIL

Incident management

Major incident management

Change management

Problem management

Monitoring & observability

Service reporting

Stakeholder communication

Tools

ServiceNow ITSM

Dynatrace

Splunk

Datadog

AppDynamics

SolarWinds

Job description

Kyndryl is seeking an experienced IT Operations professional to join our incident, problem, and change management teams in a fully remote role. You will apply ITIL principles, coordinate triage, manage major incidents, and drive continual improvements across monitoring, reporting, and stakeholder communications.

Join a culture focused on Be Well, learning, and global collaboration, with a flexible, supportive environment where your well‑being is prioritized and your potential can thrive.