Infrastructure Specialist

Kyndryl Inc.; India; Hybrid; INR 2,400,000 - 3,200,000; Full time

Job summary

Kyndryl Inc. is seeking an experienced IT Service Manager to oversee service delivery, governance, and continuous improvement across complex IT environments. You will manage incidents, changes, and service requests while maintaining strong customer relationships and ensuring compliance with regulatory requirements.

The role emphasizes ITIL processes, KPI reporting, and proactive risk mitigation. A strong emphasis on collaboration with internal teams, vendors, and customers, with a hybrid work

Qualifications

• 6+ years of experience in IT service management
• Strong ITIL framework knowledge and service management processes
• Experience in IT Infrastructure, Cloud, Network, End User Computing, or Managed Services environments
• Experience with SLA/KPI reporting and governance
• Excellent communication and problem-solving skills

Responsibilities

• Deliver services in line with SLAs, KPIs, and contractual obligations; monitor performance and drive corrective actions
• Lead Incident, Problem, Change, and Service Request Management; ensure timely resolution of major incidents
• Conduct weekly, monthly, and quarterly service reviews with customers and present performance reports
• Govern ITIL processes including Incident, Problem, Change, and Asset & Configuration Management
• Identify operational risks, ensure audit readiness and regulatory compliance, and support remediation activities
• Drive continuous service improvement, automation, and cross-functional collaboration across internal and external teams

Skills

ITIL knowledge

SLA/KPI reporting

Incident/Problem/Change mgmt

Governance & customer mgmt

Communication skills

Escalation management

Tools

TSM tools

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

What you will do :

• Service Management & Operations Ensure services are delivered in line with agreed SLAs, KPIs, and contractual obligations. Monitor service performance and drive corrective actions for SLA deviations. Lead Incident, Problem, Change, and Service Request Management processes. Ensure timely resolution of major incidents and minimize business impact. Root Cause Analysis - RCA Submissions Drive operational efficiency and service quality improvements.
• Governance & Customer Management Conduct weekly, monthly, and quarterly service reviews with customers. Prepare and present service performance reports, dashboards, and executive summaries. Act as the primary escalation point for service delivery issues. Maintain strong customer relationships and ensure customer satisfaction targets are achieved.
• ITIL Process Management Govern ITIL processes including: Incident Management Problem Management Change Management Request Fulfillment Asset & Configuration Management Service Level Management Ensure adherence to organizational and customer compliance requirements.
• Risk, Compliance & Audit Identify operational risks and drive mitigation plans. Ensure audit readiness and compliance with regulatory/customer requirements. Track and manage open audit observations and service improvement initiatives. Support security, vulnerability, and compliance remediation activities.
• Continuous Service Improvement (CSI) Analyze service trends and implement improvement initiatives. Drive automation and process optimization opportunities. Lead root cause analysis (RCA) for major incidents and recurring issues. Establish preventive measures to improve service stability. Coordinate with internal teams, partners, and third‑party vendors. Ensure vendor performance aligns with contractual obligations. Facilitate cross‑functional collaboration for issue resolution and project delivery.
• Technical & Process Skills Strong understanding of ITIL Framework and Service Management processes. Experience in IT Infrastructure, Cloud, Network, End User Computing, or Managed Services environments. Knowledge of TSM tools. Experience with SLA/KPI reporting and governance. Escalation Management . Excellent Communication Skills Problem Solving Approach .

Your future at Kyndryl

This is a true “start here, go anywhere” opportunity. As you get a close‑up look at a wide variety of Kyndryl job roles, you can choose your career path. Many have moved up to the 2nd or 3rd level escalation team. Others go on to further education/certifications and more senior or technical roles.

Who You Are

You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer‑focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.

Required Skills and Experience

• 6+ years of experience and Knowledge of Windows, Mac, or Linux operating systems
• Support help desk knowledge
• Troubleshooting and problem‑solving skills
• Customer support knowledge
• Active listener with flexibility to modify approach and adapt to customer needs

Preferred Skills and Experience

• Experience working with Windows, Mac, or Linux operating systems
• Troubleshooting and problem‑solving expertise
• Support help desk experience
• Customer support experience
• Experience modifying approaches and adapting to customer needs

Being You

The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way.

What You Can Expect

Your career with us isn’t just a job—it’s an adventure with purpose. We offer a dynamic, hybrid‑friendly culture that supports your well‑being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best. From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth. We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in‑demand skills to grow your career and achieve your ambitions with access to cutting‑edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands‑on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success. We want you to thrive here—and we’re committed to helping you do just that.

At Kyndryl, we achieve progress the world depends on, with purpose. Beginning with the purpose that matters to you. Because here, you will be part of a culture designed with purpose. One that is restless, empathetic and devoted. Where we are committed to sustainable progress for our customers and supporting the communities where we work and live. All of you is what we want. And what we need.