Remote IT Service & Incident Operations Lead

Padsplit, Inc; Quilmes; Remote; ARS 1,000,000 - 1,600,000; Full time

Job summary

Kyndryl is seeking an experienced Incident Manager to lead ITIL‑driven operations and Major Incident responses. You will coordinate multi‑team triage, manage incident timelines, and drive problem and change processes to restoration and service improvement.

The role emphasizes strong communication with stakeholders, on‑call leadership, and continuous improvement across monitoring and event data to prevent recurrence.

Qualifications

• 3–5 years in IT operations, IT support or IT service management, with 1–2 years in Incident/Major Incident Mgmt.
• Strong ITIL knowledge and practical application in production.
• Hands‑on incident management, prioritization, escalation and stakeholder updates.
• Demonstrated Major Incident Management experience across multiple teams.
• Technical triage and cross‑domain troubleshooting coordination.
• Experience with ITSM platforms like ServiceNow and event monitoring concepts.

Responsibilities

• Apply ITIL principles in daily service operations while balancing process compliance and rapid restoration.
• Follow defined process roles, handoffs, and records across Incident, Problem, Change, Monitoring, and Event Management.
• Ensure tickets, problem records and changes are linked and traceable.
• Support resolver teams and service desk in escalation paths and priorities.
• Act as Major Incident Manager for assigned services or on‑call rotations and drive restoration.
• Coordinate triage and troubleshooting across resolver teams with clear ownership.
• Contribute operational input to change reviews and flag changes causing incidents.
• Identify and raise problem records, lead root‑cause analysis, and track corrective actions.

Skills

ITIL

Major Incidents

Incident Mgmt

ServiceNow

Monitoring

Event Mgmt

Problem Mgmt

Change Mgmt

Troubleshooting

Communication

Tools

ServiceNow ITSM

Dynatrace

Splunk

Datadog

AppDynamics

SolarWinds

Job description

Kyndryl is seeking an experienced Incident Manager to lead ITIL‑driven operations and Major Incident responses. You will coordinate multi‑team triage, manage incident timelines, and drive problem and change processes to restoration and service improvement.

The role emphasizes strong communication with stakeholders, on‑call leadership, and continuous improvement across monitoring and event data to prevent recurrence.