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Kyndryl
Incident Manager
Join Kyndryl as an Incident Manager in Mexico City. Lead critical incident resolution using ServiceNow, ensuring IT service continuity for Fortune 100 clients.
Consulting
Mid-Level
ServiceNow Role Type:
ServiceNow Modules:
IT Service Management
Incident Management
Problem Management
ServiceNow Certifications (nice to have):
Job description
Posted on:
May 29, 2025
The Incident Manager at Kyndryl is responsible for leading the resolution of critical incidents, ensuring the operational continuity of IT services for strategic clients. The role requires technical expertise, coordination skills under pressure, and experience in complex infrastructure environments.
Requirements
- Coordinate the resolution of high-priority incidents (P1/P2), ensuring response times align with SLAs.
- Serve as the point of contact between technical teams, clients, and support areas.
- Use tools such as ServiceNow, OBMC by Remedi, and Jira to track and document incidents
- Participate in post-mortem reviews to identify root causes and improvement opportunities.
- Generate executive reports and performance metrics related to incident management.
- Collaborate with security, monitoring, and operations teams to prevent recurrence.
Benefits
- state-of-the-art resources
- Fortune 100 clients
- employee learning programs
- company-wide volunteering and giving platform
Requirements Summary
Minimum 3+ years of familiarity and expertise in IT, knowledge of infrastructure and security systems monitoring, and knowledge of ServiceNow, OBMC by Remedi, and Jira
