Process Specialist

About the role

Kyndryl is seeking a Process Specialist to lead incident and major incident management across its technology services. The role serves as the primary point of contact for handling, escalating, and resolving critical incidents while ensuring compliance with monitoring and execution timelines.

Key responsibilities

• Manage incidents (INCs) and major incidents (Major INCs) in complex IT environments.
• Coordinate communication, escalation, and resolution activities, including War Rooms and preventive monitoring sessions.
• Lead incident‑related committees such as Pre‑Incidents, Post‑Incidents, and Incident Review meetings.
• Produce and maintain War Room reports, incident logs, and audit documentation.
• Handle alerts from tools like Dynatrace, Xmatters, and Willy, and create problem tickets as needed.

Required profile

• Minimum 3 years of experience managing IT incidents.
• Strong understanding of technology ecosystems and business processes.
• Customer‑focused mindset with a commitment to continuous personal and professional growth.
• Inclusive and collaborative work style.

Required skills

• ITIL Foundation certification (or equivalent ITIL process training).
• Knowledge of crisis management practices.
• Agile methodologies – Scrum and Kanban.
• Experience with Dynatrace monitoring.
• Experience with Xmatters alerting platform.

What we offer

• Opportunity to grow within a global technology services leader.
• Supportive environment that prioritizes well‑being and inclusion.
• Access to AI‑powered insights and continuous learning resources.