Remote IT Service & Incident Management Lead

Humand; Quilmes; Remoto; ARS 2.000.000 - 3.200.000; Tempo pieno

Descrizione del lavoro

Kyndryl in Argentina is seeking an ITIL and Service Management professional for a fully remote role. You will oversee incident lifecycles, major incident bridges, and coordination across resolver teams while maintaining clear communication with stakeholders and leadership.

Responsibilities span monitoring, change and problem management, and service reporting to drive improvements. You will triage incidents, orchestrate troubleshooting, and ensure proper documentation, post‑incident reviews, and

Competenze

• Typically 3-5 years experience in IT operations or IT service management, with 1-2 years in incident management.
• ITIL knowledge and practical application in production environments.
• Experience coordinating across multiple technical teams during incidents.

Mansioni

• Apply ITIL principles consistently in daily service operations and balance process compliance with speed to restore service.
• Follow defined process roles, handoffs, and records across Incident, Problem, Change, Monitoring, and Event Management.
• Ensure tickets and related changes are linked for traceability and auditability.
• Support resolver teams and service desk in escalation paths and expectations.
• Manage day-to-day incidents within SLAs and act as Major Incident Manager on-call rotations.
• Communicate updates clearly to technical teams, service owners, and business stakeholders.
• Maintain major incident timelines, actions, and post-incident reviews.
• Perform initial triage to establish impact and required teams.
• Coordinate troubleshooting across resolver teams and avoid duplication.
• Escalate when needed and engage vendors or additional expertise.
• Check changes during incidents and support rollback information.
• Facilitate root-cause analysis and track corrective actions.
• Create known-error records and workarounds for faster restoration.
• Monitor incident data to identify gaps and drive improvements.
• Engage with cross-functional teams and support service reviews.

Conoscenze

ITIL principles

Incident management

Major incident management

Change management

Problem management

Monitoring & event management

Service desk coordination

Service reporting

Stakeholder communication

Strumenti

ServiceNow

Dynatrace

Splunk

Descrizione del lavoro

Kyndryl in Argentina is seeking an ITIL and Service Management professional for a fully remote role. You will oversee incident lifecycles, major incident bridges, and coordination across resolver teams while maintaining clear communication with stakeholders and leadership.

Responsibilities span monitoring, change and problem management, and service reporting to drive improvements. You will triage incidents, orchestrate troubleshooting, and ensure proper documentation, post‑incident reviews, and