Remote Major Incident & ITIL Lead

Abstra; Buenos Aires; Remote; ARS 1,000,000 - 1,800,000; Full time

Job summary

Kyndryl is hiring for a remote IT Service Management role focused on incident, major incident, problem, and change management. The candidate will apply ITIL principles, coordinate across resolver teams, and maintain clear communications during incidents.

Responsibilities include triage, escalation, bridging during major incidents, post-incident reviews, and collaborative problem resolution in a hybrid/remote setting. Experience with ServiceNow is preferred.

Qualifications

• Typically 3-5 years of experience in IT operations, IT support, or IT service management, with 1-2 years in Incident or Major Incident Management.
• Knowledge of ITIL practices and production environment application.
• Hands-on incident management including prioritization, escalation, restoration, and stakeholder communication.
• Major Incident Management experience leading or co-leading bridges across multiple teams.
• Technical triage and multi-domain troubleshooting coordination.
• Experience with Change Management (emergency/failed changes) and Problem Management.

Responsibilities

• Apply ITIL principles in daily service operations while balancing process compliance with rapid restoration.
• Follow and reinforce defined process roles, handoffs, and records across Incident, Problem, Change, Monitoring, and Event Management.
• Ensure tickets, problem records, and related changes are correctly linked for traceability.
• Support resolver teams and service desk with escalation paths, priorities, and expectations.
• Act as Major Incident Manager for on-call rotations and drive restoration with clear ownership.
• Prepare and facilitate post-incident reviews and track action items.
• Coordinate troubleshooting across resolver teams with documented evidence and timelines.
• Flag incidents caused by changes for review and pattern analysis.
• Maintain timelines and communications to support audit and leadership updates.
• Utilize monitoring dashboards and events data to detect issues early and support diagnosis.
• Contribute to service reviews with data, updates, and action tracking.

Skills

ITIL

Incident Management

Major Incident Management

Problem Management

Change Management

Monitoring & Observability

ServiceNow

Communication

Tools

ServiceNow ITSM

Job description

Kyndryl is hiring for a remote IT Service Management role focused on incident, major incident, problem, and change management. The candidate will apply ITIL principles, coordinate across resolver teams, and maintain clear communications during incidents.

Responsibilities include triage, escalation, bridging during major incidents, post-incident reviews, and collaborative problem resolution in a hybrid/remote setting. Experience with ServiceNow is preferred.