Subject Matter Expert - Banking Industry

Kyndryl Inc.; Mumbai; Hybrid; INR 4,000,000 - 6,000,000; Full time

Benefits offered by this job

Hybrid-friendly culture

Be Well program

Career development opportunities

Access to cutting-edge learning (certs

Job summary

Kyndryl is seeking a senior IT service delivery leader in Mumbai to drive measurable outcomes for customers by shaping technology strategy, discovery, planning, and execution. You will own workstreams, guide delivery partners, architects, and SREs to meet business objectives.

The role emphasizes incident and major incident management, AIOps, automation, and continuous improvement, with a strong focus on building trusted relationships and delivering secure, reliable IT services in a hybrid work

Qualifications

• 15+ years of experience in IT service delivery, customer success, and leading high‑performing technical teams.
• Strong understanding of managed services, enterprise platforms, IT operations, and technology vendor ecosystems.
• Proven experience in Incident, Problem, Change, and Major Incident Management, including root cause analysis and service restoration.
• Ability to collaborate effectively with Delivery Partners, Architects, and SRE teams to drive customer outcomes and service excellence.

Responsibilities

• Act as trusted advisor to address business challenges with technology solutions.
• Lead discovery, assessment, and planning activities to develop actionable recommendations, roadmaps, and execution strategies.
• Own customer workstreams, ensuring delivery against business objectives, timelines, and success metrics.
• Build strong stakeholder relationships and serve as a key interface between customers, Delivery Partners, Architects, and SREs.
• Provide technical leadership and oversight to ensure secure, reliable, and high‑quality IT service delivery.
• Drive innovation, automation, and continuous improvement to enhance service performance and customer value.

Skills

IT service delivery

Customer success

Incident management

Major incident management

AIOps

Automation

Stakeholder management

Leadership

Collaboration

Education

Bachelor's degree in Information Technology, Computer Science, Engineering

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 prioritised and your potential can thrive.

The Role

Your Role: You will drive measurable outcomes by helping customers address complex business challenges through industry specific insight, technology strategy, and execution planning. The role balances discovery, analysis, solution design, and delivery oversight, with clear ownership of defined workstreams and customer outcomes. Success is demonstrated through actionable recommendations, trusted customer relationships, and progress against agreed business objectives.

What You Do

Act as a trusted advisor, helping customers address business challenges and achieve measurable outcomes through technology solutions. Lead discovery, assessment, and planning activities to develop actionable recommendations, roadmaps, and execution strategies. Own customer workstreams, ensuring delivery against business objectives, timelines, and success metrics. Build strong stakeholder relationships and serve as a key interface between customers, Delivery Partners, Architects, and SREs. Provide technical leadership and oversight to ensure secure, reliable, and high‑quality IT service delivery. Drive innovation, automation, and continuous improvement to enhance service performance and customer value. Monitor service health, customer satisfaction, and business outcomes, proactively identifying and resolving risks and issues. Foster collaboration, accountability, and technical excellence across teams to deliver exceptional customer experiences.

Your Future at Kyndryl

Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you won’t find anywhere else, including hands‑on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base or narrow your scope and specialise in a specific sector, you can find your opportunity here.

Who You Are

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

Required Skills & Experience

• 15+ years of experience in IT service delivery, customer success, and leading high‑performing technical teams.
• Strong understanding of managed services, enterprise platforms, IT operations, and technology vendor ecosystems.
• Proven experience in Incident, Problem, Change, and Major Incident Management, including root cause analysis and service restoration.
• Ability to collaborate effectively with Delivery Partners, Architects, and SRE teams to drive customer outcomes and service excellence.
• Hands‑on knowledge of AIOps, automation, and modern operational practices, with a focus on innovation and continuous improvement.
• Strong customer engagement and stakeholder management skills, with the ability to build trusted relationships at all levels.
• Demonstrated leadership capabilities, including coaching, mentoring, and developing technical teams in a customer‑focused environment.

Preferred Skills & Experience

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
• Industry certifications such as ITIL, PMP, Lean Six Sigma, or equivalent service management and project management credentials.
• Experience leading service transformation, operational excellence, or digital modernisation initiatives.

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

• 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.