Service Management - Lead

1250 Kyndryl Argentina S.R.L.; Buenos Aires; On-site; ARS 1,200,000 - 1,800,000; Full time

Job summary

Kyndryl Argentina is seeking an experienced ITIL & Service Management Lead to optimize incident response, change execution, and problem management across mission-critical services. You will coordinate triage, drive major incident communication, and collaborate with resolver teams to restore services quickly.

You will also contribute to post-incident reviews and ensure continuous improvement by documenting findings and actionable follow-ups with stakeholders.

Qualifications

• Apply ITIL principles in daily service operations.
• Maintain traceability across incidents, problems, changes, monitoring, and events.

Responsibilities

• Manage day-to-day incidents within agreed service levels and act as Major Incident Manager.
• Coordinate triage and troubleshooting across resolver teams with clear ownership.
• Support change reviews with operational input on impact, dependencies and readiness.
• Identify and document major or high-risk incidents and raise problem records.
• Facilitate post-incident reviews and ensure follow-up actions.

Skills

ITIL

Incident management

Major incident management

Triage coordination

Change management

Problem management

Job description

Who We Are

At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world's leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people-Kyndryls that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.

The Role

Key Responsibilities

1. ITIL & Service Management Practice

• 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.

2. Incident & Major Incident Management

• 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.

3. Triage & Troubleshooting Coordination

• Perform initial triage to establish service impact, urgency, affected users or business processes, symptoms, and the technical teams required.
• Coordinate troubleshooting across resolver teams, ensuring evidence is shared, duplicate effort is avoided, and actions have clear owners and timelines.
• Recognize when to escalation, engage additional expertise or vendors, declare a major incident, or pursue a workaround, following defined criteria and seeking guidance when needed.
• Remain calm and organized during high-pressure situations, relying on technical subject-matter experts for diagnosis while keeping the response on track.

4. Change Management

• Check recent and scheduled change activity during incidents and support the Change team with failed-change, emergency-change, and rollback information.
• Contribute operational input to change reviews, such as service impact, dependencies, and readiness concerns.
• Flag incidents that appear to be caused by changes so that patterns can be reviewed with accountable teams.

5. Problem Management

• Identify major, recurring, or high-risk incidents and raise problem records with sufficient evidence, timelines,