Senior IT Service & Incident Manager (Remote)

1300 Accenture Srl Company; Buenos Aires; Remote; ARS 900,000 - 1,800,000; Full time

Job summary

Kyndryl is seeking a seasoned IT Operations professional to manage incidents, major incidents, and problem management within a hybrid, remote-capable environment. You will coordinate triage, work with multiple teams, and drive restoration while maintaining clear communication with stakeholders.

The role requires hands-on ITIL experience, familiarity with ServiceNow ITSM and observability tools, and the ability to perform under pressure across enterprise environments.

Qualifications

• Typically 3–5 years of experience in IT operations, IT support, or IT service management, including 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 with leading or co-leading major incident bridges.
• Ability to perform technical triage and coordinate troubleshooting across several technology domains.
• Experience with ITSM platforms such as ServiceNow and familiarity with Change/Problem/Event Management.
• Clear written and verbal communication skills for concise incident updates to leadership and business audiences.
• Strong organizational, prioritization, and facilitation skills under pressure.

Responsibilities

• Apply ITIL principles across Incident, Problem, Change, Monitoring and Event Management in daily operations.
• Lead or coordinate major incidents, establish bridge roles, and drive restoration with clear ownership.
• Coordinate triage and troubleshooting across resolver teams with documented evidence and timelines.
• Support Change Management with incident impact, dependencies and rollback information.
• Identify recurring incidents, raise problem records, and drive root-cause analysis.
• Produce regular service reports and communicate trends to senior management.
• Maintain known-error records and workarounds to reduce restoration times.
• Monitor dashboards and alerts to detect issues early and support faster diagnosis.

Skills

ITIL practices

Incident management

Major incident management

Problem management

Monitoring & observability

ServiceNow ITSM

Stakeholder communication

Dynatrace

Splunk

Datadog

AppDynamics

SolarWinds

Education

ITIL 4 Foundation certification

Tools

ServiceNow ITSM

Dynatrace

Splunk

Datadog

AppDynamics

SolarWinds

Job description

Kyndryl is seeking a seasoned IT Operations professional to manage incidents, major incidents, and problem management within a hybrid, remote-capable environment. You will coordinate triage, work with multiple teams, and drive restoration while maintaining clear communication with stakeholders.

The role requires hands-on ITIL experience, familiarity with ServiceNow ITSM and observability tools, and the ability to perform under pressure across enterprise environments.