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

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

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

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

With your expertise in IT services, you'll invoke problem management processes where furtherinvestigation into root cause is required and communicate the status of high-priority incidents tocustomers 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, thenthis is the perfect opportunity for you. Come join us at Kyndryl and let's work together to createinnovative 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 thatyou won't find anywhere else, including hands-on experience, learning opportunities, and thechance to certify in all four major platforms. Whether you want to broaden your knowledge baseor 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, equallyas important - you have a growth mindset keen to drive your own personal and professionaldevelopment. You are customer-focused - someone who prioritizes customer success in theirwork. And finally, you're open and borderless - naturally inclusive in how you work with others.

We are seeking an experienced IT Service Management Specialist to join our team, with a primary focus on Incident, Problem, and Change (IPC) processes. The ideal candidate will have a strong background in IT Service Management, hands-on experience in IPC, and a passion for driving service excellence.

Key Responsibilities:

Manage and coordinate the end-to-end Incident, Problem, and Change Management processes to ensure timely resolution and minimal business impact.
Lead the investigation and resolution of major incidents, ensuring effective communication and escalation as needed.
Perform root cause analysis for recurring incidents and develop action plans to prevent future occurrences.
Oversee the Change Management process, including assessment, approval, scheduling, and post-implementation review.
Maintain accurate records and documentation for all IPC activities, ensuring compliance with internal standards and SLAs.
Collaborate with cross-functional teams to drive continuous improvement in service delivery and process efficiency.
Generate and present regular reports on IPC metrics, trends, and improvement initiatives to management.

Qualifications:

Bachelor's degree in computer science, Information Technology, or related field.
Minimum 3 years of hands-on experience in IT Service Management, specifically in Incident, Problem, and Change Management.
Strong understanding of ITSM frameworks and best practices.
ITIL4 certification is highly desirable.
Excellent analytical, problem-solving, and communication skills.
Ability to work effectively in a fast-paced, team-oriented environment.
Experience with ITSM tools (e.g., ServiceNow, Remedy) is a plus.

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.

IT Service Management Specialist - Managed Services/Banking Sector