Major Incident Management Lead

Major Incident Management Lead

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

Join Kyndryl as a Service Coordinator and take charge of a dynamic role that puts you at the forefront of delivering exceptional IT services to our customers. As a Service Coordinator, you'll be responsible for ensuring timely and effective resolution of customer issues, coordinating and managing service requests, and maintaining constant communication with customers throughout the service process.  

At Kyndryl, you'll have the opportunity to work with other IT teams, end-users, and stakeholders across the organization to ensure that service delivery is aligned with the needs and expectations of the business. As a part of our team, you'll be instrumental in documenting and updating service management procedures and workflows, monitoring and reporting on service level agreements (SLAs), and ensuring that our ITSM systems are maintained and updated to support efficient and effective service delivery.

You'll be responsible for managing Service Support processes, including Incident, Problem, and Change Management, and ensuring compliance with these processes. You'll also be responsible for driving process improvements through service improvement plans, monitoring regular process measurements, addressing negative trends that impact effectiveness or efficiency of the IPC processes, and ensuring that ongoing education is provided to process users when requested or when circumstances indicate that education would improve process execution.

As a Service Coordinator at Kyndryl, you'll perform post-resolution incident reviews and evaluate the effectiveness of incident resolution. You'll also be the orchestrator for incident recovery by driving the incident bridge and consolidating an integrated resolution plan when multiple competencies or business units are engaged.

With your expertise in IT services, you'll invoke problem management processes where further investigation into root cause is required and communicate the status of high-priority incidents to customers throughout the incident lifecycle, as per the communication plan.

If you're a passionate problem-solver with a drive to deliver the best possible IT services, then this is the perfect opportunity for you. Come join us at Kyndryl and let's work together to create innovative and progressive technical solutions for our customers and our communities.

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 specialize 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. 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

• Major Incident Command & Control: Lead P0/P1 and critical P2 incidents from declaration through service restoration, ensuring clear ownership, urgency, and disciplined bridge management.

• Technical Bridge Leadership: Chair technical bridge calls and coordinate Network, Security, Server, Cloud, Database, Application, and third-party resolver teams.

• Network Incident Management: Drive triage and recovery for outages involving LAN/WAN, routing and switching, MPLS, SD-WAN, firewalls, VPN, load balancers, DNS, DHCP, Wi-Fi, and data-center connectivity.

• Impact & Priority Assessment: Validate business impact, affected services, priority, dependencies, and escalation requirements at the start of an incident.

• Stakeholder Communication: Issue timely, concise, and jargon-free updates to business stakeholders, customer leadership, service owners, and senior management throughout the incident lifecycle.

• Escalation Management: Engage tower leads, senior technical SMEs, vendors, and leadership promptly when progress is delayed or business risk increases.

• People Leadership: Lead, coach, and mentor Incident Managers; manage performance, shift coverage, capability development, knowledge sharing, and succession planning.

• Post-Incident Governance: Facilitate Post-Incident Reviews and partner with Problem and Change Management teams to ensure robust RCA, corrective actions, and prevention of recurrence.

• Performance & Reporting: Track and improve MTTR, SLA achievement, communication compliance, bridge engagement time, repeat incidents, RCA quality, and action closure.

• Continual Improvement: Identify opportunities for process standardization, automation, monitoring improvements, playbooks, simulations, and operational readiness.

Preferred Skills and Experience

• Network Infrastructure - Mandatory: Strong exposure to enterprise LAN/WAN, routing and switching, MPLS, SD-WAN, firewalls, VPN, load balancers, DNS, DHCP, Wi-Fi, and network monitoring.

• Security & Connectivity: Understanding of firewall policies, proxy, secure remote access, internet links, DDoS considerations, and network-security dependencies.

• Compute & Virtualization: Good understanding of Windows/Linux servers, VMware/Hyper-V, clustering, and infrastructure service dependencies.

• Cloud Platforms: Working knowledge of Azure, AWS, or GCP networking and infrastructure services.

• Monitoring & Observability: Exposure to tools such as SolarWinds, Nagios, Splunk, Dynatrace, AppDynamics, or equivalent platforms.

• ITSM Tools: Strong proficiency in ServiceNow, BMC Remedy, Jira Service Management, Zoho SDP, or equivalent tools.

• ITIL 4 Managing Professional or ITIL 4 Strategic Leader.

• PMP, PRINCE2, SIAM Foundation, or equivalent service-management certification.

• CCNA, CCNP, or relevant network infrastructure certification.

• Azure Fundamentals, AWS Cloud Practitioner, or equivalent cloud certification.

• Experience in large-scale managed services, global delivery, or customer-facing enterprise operations.

• Knowledge of disaster recovery, business continuity, high availability, and infrastructure resilience.

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. Ready to make an impact? Join us and help shape what’s next.

Get Referred!

If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.

Experience Level

Senior Level