Remote LATAM ITIL & Major Incident Lead

Cloudbeds; Quilmes; Remoto; ARS 1.000.000 - 1.500.000; Tempo pieno

Descrizione del lavoro

Kyndryl in Argentina is seeking an experienced Incident and Major Incident Manager to join our IT operations team. This role focuses on applying ITIL, leading incident bridges, coordinating triage, and driving restoration with clear stakeholder communication.

You will work across monitoring, change, problem management, and incident response, using ServiceNow and monitoring tools to reduce alert fatigue and improve service reliability.

Competenze

• Typically 3‑5 years of experience in IT operations or IT service management.
• Hands-on incident management experience with prioritization, escalation, and restoration.
• Demonstrated major incident management experience leading bridges across multiple teams.
• Knowledge of monitoring, alerting, and observability concepts.
• Experience with ITSM platforms such as ServiceNow.

Mansioni

• Apply ITIL principles in daily service operations while balancing process compliance and speed.
• Lead and coordinate major incident bridges with on-call rotations.
• Coordinate troubleshooting across resolver teams with clear ownership and timelines.
• Support change management by providing incident context and rollback information.
• Identify and raise problem records, and track root-cause analysis actions.
• Use monitoring dashboards to detect issues early and support faster diagnosis.
• Produce regular service reports and communicate updates to stakeholders.

Conoscenze

ITIL knowledge

Incident management

Major incident management

Problem management

Monitoring

Strumenti

ServiceNow ITSM

Dynatrace

Splunk

Datadog

AppDynamics

Descrizione del lavoro

Kyndryl in Argentina is seeking an experienced Incident and Major Incident Manager to join our IT operations team. This role focuses on applying ITIL, leading incident bridges, coordinating triage, and driving restoration with clear stakeholder communication.

You will work across monitoring, change, problem management, and incident response, using ServiceNow and monitoring tools to reduce alert fatigue and improve service reliability.