Change & Problem Management Associate

1210 Kyndryl Mexico S. de R.L. de C.V.; Ciudad de México; Hybrid; MXN 700,000 - 900,000; Full time

Job summary

1210 Kyndryl Mexico S. de R.L. de C.V. is seeking a Change & Problem Manager to govern Change Enablement and Problem Management across IT services. You will focus on preventing disruptions, driving root cause analysis, and ensuring corrective actions are implemented with strong risk controls.

The role requires ITIL 4 expertise, hands‑on ITSM experience with ServiceNow, and collaboration with global teams to drive stability and continuous improvement.

Qualifications

• 3+ years in IT operations, ITSM, or governance roles.
• Strong knowledge of ITIL 4 practices, especially Change Enablement, Problem, and Incident Management.
• Hands‑on experience with enterprise ITSM tools, including ServiceNow.
• Experience participating in CABs and post‑incident reviews.
• Strong risk‑based decision‑making and root cause analysis skills.
• Ability to analyze trends and coordinate with global teams.

Responsibilities

• Govern and operate Change Enablement and Problem Management to ensure stability and risk control.
• Assess and approve changes based on risk, impact, testing readiness, and rollback planning.
• Lead root cause analysis for high‑impact or recurring incidents and ensure corrective actions are closed.
• Maintain alignment between Incidents, Problems, and Changes and prevent recurrence of disruptions.
• Analyze trends and operational data to provide risk visibility and improvement actions to stakeholders.

Skills

ITIL 4 practices

Change Enablement

Problem Management

Incident Management

Risk-based decision making

Root cause analysis

Cross-functional coordination

Effective communication

English proficiency

Education

Bachelor’s degree in Information Technology or related field

ITIL 4 Foundation certification

Tools

ServiceNow

Job description

1210 Kyndryl Mexico S. de R.L. de C.V. is seeking a Change & Problem Manager to govern Change Enablement and Problem Management across IT services. You will focus on preventing disruptions, driving root cause analysis, and ensuring corrective actions are implemented with strong risk controls.

The role requires ITIL 4 expertise, hands‑on ITSM experience with ServiceNow, and collaboration with global teams to drive stability and continuous improvement.