Remote ITIL & Incident Management Lead

Hire Hangar, Inc.; Quilmes; À distance; ARS 61 816 000 - 108 178 000; Plein temps

Résumé du poste

Kyndryl is seeking a seasoned IT Operations professional to join our remote Argentina team as a Major Incident and ITIL Process Manager. You will drive incident response, oversee problem and change management, and coordinate cross-team actions during critical outages.

In this role you will monitor events, manage major incidents on-call, and deliver clear communications to technical teams and business stakeholders while ensuring service restoration and continuous improvement across the ITSM stack.

Qualifications

• Typically 3-5 years of experience in IT operations, IT support, or IT service management, including at least 1-2 years working directly 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.

Responsabilités

• Apply ITIL principles consistently in daily service operations.
• Follow defined process roles, handoffs, and records across Incident, Problem, Change, Monitoring, and Event Management.
• Ensure tickets, problem records, and related changes are linked so work remains traceable between processes.
• Support resolver teams and service desk colleagues in understanding escalation paths, priorities, and service management expectations.
• Manage day-to-day incidents within agreed service levels, ensuring they are correctly prioritized, assigned, escalated, and communicated.
• Act as Major Incident Manager for assigned services or on-call rotations, opening the bridge, establishing roles and update cadence, and driving toward restoration, escalating to senior service management for the most critical or enterprise-wide events.
• Keep the bridge focused on business impact, recovery options, blockers, decisions, and next actions with clear owners.
• Prepare and send clear, timely updates to technical teams, service owners, and business stakeholders using established communication templates, and contribute to leadership updates.
• Maintain accurate major incident timelines, actions, decisions, and communications to support review and audit.
• Prepare and facilitate post-incident reviews, documenting findings and ensuring follow-up actions are raised in Problem Management, Change Management, or improvement backlogs.

Connaissances

ITIL knowledge

Major Incident Mgmt

Incident management

Problem management

Change management

Monitoring & alerts

ServiceNow

Outils

ServiceNow ITSM

Dynatrace

Splunk

Datadog

AppDynamics

SolarWinds

Description du poste

Kyndryl is seeking a seasoned IT Operations professional to join our remote Argentina team as a Major Incident and ITIL Process Manager. You will drive incident response, oversee problem and change management, and coordinate cross-team actions during critical outages.

In this role you will monitor events, manage major incidents on-call, and deliver clear communications to technical teams and business stakeholders while ensuring service restoration and continuous improvement across the ITSM stack.