Remote ITIL & Major Incident Lead

Trueml Technology, Llc; Buenos Aires; Remote; ARS 1,000,000 - 1,600,000; Full time

Job summary

Kyndryl is seeking an experienced Incident/Major Incident Manager to lead ITIL-based service operations for critical IT environments. The role focuses on incident prioritization, cross-team coordination, and ensuring rapid restoration with clear communications.

Ideal candidates have 3–5 years in IT operations or service management, ITIL expertise, and hands-on experience with incident management and monitoring tools. This remote-friendly role supports a hybrid, globally connected workforce.

Qualifications

• Typically 3-5 years of IT operations, IT support, or IT service management, including 1-2 years in Incident or Major Incident Management.
• Working knowledge of ITIL and applying ITIL practices in production environments.
• Hands-on experience managing incidents with prioritization, escalation, restoration, and stakeholder communication.
• Major Incident Management experience leading or co-leading bridges across multiple teams.
• Technical triage ability and coordination across domains during incidents.
• Exposure to Problem Management, root-cause analysis, and tracking corrective actions.
• Knowledge of monitoring, alerting, and observability concepts and tools.
• Experience with ITSM platforms such as ServiceNow or equivalents.
• Clear written and verbal communication for incident updates to business/leadership.
• Strong organizational, prioritization, and facilitation skills under pressure.
• Ability to work under pressure and see incidents through to closure.

Responsibilities

• Apply ITIL principles in daily service operations while balancing process compliance and speed.
• Follow defined process roles, handoffs, and records across Incident, Problem, Change, Monitoring, and Event Management.
• Ensure tickets and changes are linked for traceability across processes.
• Support resolver teams and service desk with escalation paths and expectations.
• Act as Major Incident Manager for assigned services or on-call rotations and drive restoration.
• Prepare timely updates to technical teams, owners, and stakeholders; maintain major incident timelines.
• Facilitate post-incident reviews and raise actions in Problem/Change backlogs.
• Coordinate troubleshooting across resolver teams with clear owners and timelines.
• Check changes during incidents and assist Change teams with rollback info.
• Identify and raise problem records; perform root-cause analysis and track actions.
• Monitor incidents with dashboards and alerts to aid faster diagnosis.

Skills

ITIL practices

Incident management

Major incident management

Technical triage

Communication skills

Organizational skills

Pressure handling

Education

ITIL 4 Foundation certification

Tools

ServiceNow ITSM

Monitoring tools

Dynatrace

Splunk

Datadog

AppDynamics

SolarWinds

Job description

Kyndryl is seeking an experienced Incident/Major Incident Manager to lead ITIL-based service operations for critical IT environments. The role focuses on incident prioritization, cross-team coordination, and ensuring rapid restoration with clear communications.

Ideal candidates have 3–5 years in IT operations or service management, ITIL expertise, and hands-on experience with incident management and monitoring tools. This remote-friendly role supports a hybrid, globally connected workforce.