Remote SAP BI/BW & ITIL Incident Lead

Sauce; Quilmes; Remote; ARS 92,724,000 - 139,086,000; Full time

Job summary

Kyndryl is seeking a SAP BI/BW Consultant to join our remote team. The role focuses on ITIL-aligned service management, incident handling, and coordination across resolution teams to restore services rapidly, while maintaining clear stakeholder communication.

Ideal candidates will bring incident/major incident management experience, strong troubleshooting skills, and familiarity with monitoring and ITSM platforms like ServiceNow.

Qualifications

• 3–5 years of experience in IT operations or IT service management.
• Experience with ITIL and applying ITIL practices in production environments.
• Hands-on incident management, prioritisation, escalation, restoration.
• Major Incident Management experience leading incident bridges.
• Ability to perform technical triage and coordinate troubleshooting across domains.
• Familiarity with monitoring/observability tools and incident tooling such as ServiceNow.
• Experience preparing service reports or dashboards and communicating with stakeholders.

Responsibilities

• Apply ITIL principles in daily service operations while balancing process compliance with speed.
• Follow defined process roles, handoffs, and records across Incident, Problem, Change, Monitoring and Event Management.
• Ensure tickets, problem records, and changes are correctly linked for traceability.
• Support resolver teams and service desk with escalation paths and expectations.
• Act as Major Incident Manager for on-call rotations and bridge management.
• Coordinate troubleshooting across resolver teams with clear ownership and timelines.
• Prepare and deliver updates to technical teams, service owners, and stakeholders.

Skills

ITIL

Incident management

Major incident

Service management

Troubleshooting

Stakeholder communication

Tools

ServiceNow ITSM

Dynatrace

Splunk

Datadog

AppDynamics

SolarWinds

Job description

Kyndryl is seeking a SAP BI/BW Consultant to join our remote team. The role focuses on ITIL-aligned service management, incident handling, and coordination across resolution teams to restore services rapidly, while maintaining clear stakeholder communication.

Ideal candidates will bring incident/major incident management experience, strong troubleshooting skills, and familiarity with monitoring and ITSM platforms like ServiceNow.