Senior ITIL & Incident Management Lead

Kyndryl Inc.; United States; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Be Well program

Job summary

Kyndryl Inc. in the United States is seeking an experienced IT operations professional to drive ITIL-aligned service management, incident handling, and problem management across complex environments.

You will act as Major Incident Manager, coordinate triage, drive restoration, and report on trends while partnering with application, cloud, network, and service desk teams. The role offers a hybrid work model, Be Well program, and opportunities to influence incident response processes within a

Qualifications

• 3–5 years in IT operations or IT service management.
• Experience in Incident or Major Incident Management.
• Familiarity with ITIL practices in production.
• Strong written and verbal communication.

Responsibilities

• Apply ITIL principles in daily service operations with balance of compliance and speed.
• Lead or join major incident bridges and drive restoration.
• Coordinate triage across resolver teams with clear ownership.
• Support change management with incident-related rollback info.
• Contribute to problem management with root-cause analysis.
• Use monitoring data to detect issues and reduce alert fatigue.
• Produce regular service reports and stakeholder updates.

Skills

ITIL Knowledge

Incident Management

Major Incident Management

Triage & Troubleshooting

Change Management

Problem Management

Monitoring & Event Management

Service Reporting & Stakeholder Engag

Communication Skills

Tools

ServiceNow ITSM

Dynatrace

Splunk

Datadog

AppDynamics

SolarWinds

Job description

Kyndryl Inc. in the United States is seeking an experienced IT operations professional to drive ITIL-aligned service management, incident handling, and problem management across complex environments.

You will act as Major Incident Manager, coordinate triage, drive restoration, and report on trends while partnering with application, cloud, network, and service desk teams. The role offers a hybrid work model, Be Well program, and opportunities to influence incident response processes within a