Senior IT Incident & Major Incident Manager (Remote)

Bluelight; Quilmes; Remoto; ARS 92.724.000 - 139.086.000; Tempo pieno

Descrizione del lavoro

Kyndryl is seeking an experienced IT Operations specialist to drive incident and major incident management in a fully remote role from Argentina. You will apply ITIL practices across Incident, Problem, Change, Monitoring, and Event Management, coordinating across resolver teams and stakeholders to restore services quickly.

You will manage day-to-day incidents, act as Major Incident Manager, and contribute to post-incident reviews.

Competenze

• 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.
• Demonstrable Major Incident Management experience, having led or co-led major incident bridges involving multiple technical teams.
• Ability to perform technical triage and coordinate troubleshooting across several technology domains.
• Practical exposure to Problem Management, including raising problem records, participating in or facilitating root-cause analysis, and tracking corrective actions; working understanding of Change Management, including emergency and failed changes.
• Working knowledge of monitoring, alerting, and observability concepts, with experience using monitoring tools to detect or investigate incidents.
• Experience working with an ITSM platform such as ServiceNow or an equivalent enterprise service management tool.
• Clear written and verbal communication skills, including the ability to write concise incident updates for business and leadership audiences.
• Good organizational, prioritization, and facilitation skills, with the confidence to keep technical teams focused during an incident.
• Ability to work effectively under pressure, follow operational discipline, and see incidents and actions through to closure.

Mansioni

• Apply ITIL principles consistently in daily service operations, balancing process compliance with the speed required to restore service.
• 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 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.

Conoscenze

ITIL knowledge

Incident management

Major incident mgmt

Troubleshooting coordination

Stakeholder comms

Under pressure

Strumenti

ServiceNow ITSM

Dynatrace

Splunk

Datadog

Descrizione del lavoro

Kyndryl is seeking an experienced IT Operations specialist to drive incident and major incident management in a fully remote role from Argentina. You will apply ITIL practices across Incident, Problem, Change, Monitoring, and Event Management, coordinating across resolver teams and stakeholders to restore services quickly.

You will manage day-to-day incidents, act as Major Incident Manager, and contribute to post-incident reviews.