Operations and Monitoring Analyst (AMS)

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

Ensure the stability, availability, and timeliness of batch and online processes, guaranteeing that Java application jobs and SAP chains run according to schedule, with proper evidence, traceability, and failure‑recovery procedures; maintain the monitoring of critical transactional systems and manage backups/restores in accordance with IT policies.

Responsibilities

1) Daily Monitoring and Operations

• Operate and monitor automated workflows (jobs/chains) in Control‑M, including job initiation, tracking, dependencies, retries, and operational closures.
• Monitor the health of transactional systems (e.g., Tandem, OmniPayment) and availability dashboards, activating established procedures in the event of degradation.
• Verify integrity and cycle times of Java jobs and SAP chains, documenting execution evidence.

• Log, classify, prioritize, and follow up on tickets in the corporate ITSM tool (e.g., ServiceNow), ensuring timely escalation to resolver groups.
• Execute recovery playbooks, perform initial triage, apply containment actions, and communicate updates to stakeholders.
• Ensure SLA and service window compliance while maintaining end‑to‑end traceability.

• Administer and validate backups and restorations using the designated platforms (e.g., CommVault Simpana, Veeam Backup & Replication), in accordance with retention policies and periodic restore testing.

• Support release and maintenance windows (night or weekend), ensuring the orderly execution of process chains and performing stability post‑checks.

• Collaborate with multidisciplinary resolver teams (Java/ABAP development, integration, infrastructure, DBAs, networks, security) to ensure definitive resolution.
• Produce operational reports (failures, processing times, retries, MTTR/MTBF) and propose adjustments to schedules or dependencies.

• Identify error patterns and opportunities for automation or standardization of repetitive tasks; promote lessons learned and process‑chain hardening.

• Orchestration and Scheduling: Experience operating Control‑M (BMC) for executing and monitoring jobs and process chains (Java and SAP), including dependency handling, calendars, alerts, and SLA compliance.
• Monitoring of Critical Systems: Familiarity with Salesforce, Tandem, and OmniPayment (or equivalent platforms), availability metrics, and transactional processing behavior.
• Backups and Recovery: Proficiency with CommVault Simpana and Veeam Backup & Replication, including integrity validation and periodic recovery testing.
• Ticket Management: Use of ServiceNow or another ITSM tool for ticket logging, prioritization, escalation, and documentation‑based closure.
• Operating Systems: Basic Linux/Unix knowledge, including commands, navigation, and log review.
• Integrations and Interfaces: General understanding of interfaces with legacy systems and inter‑application dependencies, useful for diagnosing failures in process chains.
• Preferred: Experience in retail (especially Palacio de Hierro) and prior exposure to AMS production operations.

• Effective communication and customer orientation, ensuring clear notifications, expectation management, and precise handovers.
• Strong problem‑solving skills under pressure, with sound judgment for escalation and documentation.
• Organization and self‑management, with the ability to handle multiple incidents and concurrent changes.
• Team collaboration, working effectively with technical and business teams while maintaining positive cross‑functional influence.
• Results‑driven mindset and commitment to continuous improvement.

• Bachelor's degree in Computer Science, Systems Engineering, IT, or a related field.
• Preferred certifications: ITIL/ITSM, Control‑M, or backup technologies.

• Experience in operations and monitoring of critical systems (on‑prem or hybrid), incident management, and job/chain scheduling.
• Valuable experience in AMS, implementation or stabilization projects, and retail environments.

• 24/7 service, including on‑call rotation, shift rotation, and participation in maintenance/release windows outside standard working hours.
• Remote position.

• Spanish 100% / Basic English.