Service Management Lead

About the role

Kyndryl runs and reimagines the mission-critical technology systems used by leading businesses, and is hiring a Service Management Lead in Buenos Aires. The role covers incident and major incident management, triage and troubleshooting coordination, change and problem management, monitoring and event management, and service reporting.

Key responsibilities

• Apply ITIL principles in daily service operations, keeping tickets, problems and changes correctly linked and supporting escalation paths and priorities.
• Manage day-to-day incidents within service levels and act as Major Incident Manager, running bridges, communicating with stakeholders and preparing post-incident reviews.
• Triage incidents, coordinate troubleshooting across teams, and escalate or involve vendors when needed.
• Support the Change team with failed, emergency and rollback information and flag change-related incidents.
• Raise problem records, run root-cause analysis and maintain known-error records and workarounds.
• Use monitoring dashboards and alerts to detect issues early and reduce alert fatigue.
• Produce regular service reports on incident volume, severity, restoration time and major incidents, and highlight trends to senior management.

Required profile

• Typically 3-5 years in IT operations, IT support or IT service management, including 1-2 years in Incident or Major Incident Management.
• Demonstrated experience leading or co-leading major incident bridges with multiple technical teams.
• Ability to triage technically and coordinate troubleshooting across several domains.
• Clear written and verbal communication, good organization and prioritization, and the ability to stay calm under pressure.

Required skills

• Working knowledge of ITIL and hands-on experience with ITSM platforms such as ServiceNow.
• Experience with Problem Management, Change Management and monitoring/alerting tools.
• Preferred: ITIL 4 Foundation certification, ServiceNow ITSM modules, and tools such as Dynatrace, Splunk, Datadog, AppDynamics or SolarWinds.