05P - Incident Management

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

As an Incident Manager, you will lead the end-to-end management of incidents that impact customer services, with a strong focus on service restoration, coordination, and clear communication. This role is central to maintaining customer trust during service disruptions by driving structured incident response, orchestrating cross functional teams, and ensuring incidents are resolved efficiently and consistently. You will balance real-time incident leadership with continuous improvement of incident management practices and outcomes.

What you will do

• Lead the management of incidents from identification through resolution, ensuring timely service restoration
• Orchestrate incident bridges and coordinate multiple technical teams and service partners during active incidents
• Own communication to customers and internal stakeholders throughout the incident lifecycle using defined communication plans
• Ensure incident priorities, impacts, and escalations are assessed accurately and consistently
• Drive post incident reviews, documenting root causes, actions taken, and improvement opportunities
• Partner with Problem Management to trigger deeper root cause analysis when required
• Monitor incident trends and metrics to identify recurring issues and opportunities for service improvement

•Maintain compliance with IT Service Management (ITSM) processes and continuously improve incident management execution

Who You Are

• Experience working within ITSM frameworks and incident management processes
• Hands on experience with ITSM tools such as ServiceNow or equivalent platforms
• Ability to lead and coordinate cross functional technical teams during high impact incidents
• Experience managing customer communications during service disruptions
• Familiarity with formal troubleshooting and root cause analysis methodologies
• Ability to manage multiple incidents, priorities, and stakeholders concurrently
• Experience documenting incidents, actions, and outcomes in structured systems

Preferred skills and experience

• ITIL Foundation certification v3 or v4 or higher
• Experience supporting large scale or enterprise customer environments
• Experience facilitating post incident reviews and driving corrective actions
• Comfort working with ambiguity while maintaining structured decision making

•Experience managing executive or senior stakeholder expectations during critical incidents

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.