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

Service Management & Operations

Ensure services are delivered in line with agreed SLAs, KPIs, and contractual obligations.
Monitor service performance and drive corrective actions for SLA deviations.
Lead Incident, Problem, Change, and Service Request Management processes.
Ensure timely resolution of major incidents and minimize business impact.
Root Cause Analysis - RCA Submissions
Drive operational efficiency and service quality improvements.

Governance & Customer Management

Conduct weekly, monthly, and quarterly service reviews with customers.
Prepare and present service performance reports, dashboards, and executive summaries.
Act as the primary escalation point for service delivery issues.
Maintain strong customer relationships and ensure customer satisfaction targets are achieved.

ITIL Process Management

Govern ITIL processes including:
- Incident Management
- Problem Management
- Change Management
- Request Fulfillment
- Asset & Configuration Management
- Service Level Management
Ensure adherence to organizational and customer compliance requirements.

Risk, Compliance & Audit

Identify operational risks and drive mitigation plans.
Ensure audit readiness and compliance with regulatory/customer requirements.
Track and manage open audit observations and service improvement initiatives.
Support security, vulnerability, and compliance remediation activities.

Continuous Service Improvement (CSI)

Analyze service trends and implement improvement initiatives.
Drive automation and process optimization opportunities.
Lead root cause analysis (RCA) for major incidents and recurring issues.
Establish preventive measures to improve service stability.
Coordinate with internal teams, partners, and third-party vendors.
Ensure vendor performance aligns with contractual obligations.
Facilitate cross-functional collaboration for issue resolution and project delivery.

Technical & Process Skills

Strong understanding of ITIL Framework and Service Management processes.
Experience in IT Infrastructure, Cloud, Network, End User Computing, or Managed Services environments.
Knowledge of TSM tools.
Experience with SLA/KPI reporting and governance.
Escalation Management .
Excellent Communication Skills
Problem Solving Approach .

Your future at Kyndryl
This is a true start here, go anywhere opportunity. As you get a close-up look at a wide variety of Kyndryl job roles, you can choose your career path. Many have moved up to the 2nd or 3rd level escalation team. Others go on to further education/certifications and more senior or technical roles.

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.

Experience & Qualification

Graduate in Computer Science, Information Technology, Engineering, or related
Mandatory 6+ years of Banking domain experience.
ITIL Foundation certification (mandatory).
ITIL Intermediate/Managing Professional certifications (preferred).
Preferred Banking Knowledge

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.

Infrastructure Specialist