Problem manager
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
Ensuring that customer communications, triage, 3rd party escalations and service resolution are all managed with urgency, care & professionalism.
Lead activities related to the implementation of Major Incident and Problem Management processes across the organization.
Assess business impact and urgency of incidents, review and accept incidents recommended for escalation as Major Incidents, and trigger business continuity or disaster recovery (DR) plans as required.
Take full ownership of Major Incidents from initiation through resolution.
Establish and manage Technical and Business Management Bridge calls throughout the life cycle of a Major Incident.
Lead all resolving teams involved in the resolution process, escalating issues if appropriate levels of support are not being provided.
Maintain open communication with Management Stakeholders and the wider user base.
Perform Major Incident Reviews (MIR), capturing events and lessons learned.
Drive root cause identification and develop actionable and well-defined corrective/preventative action plans.
Exhibit a high level of command and control during conference calls involving multiple stakeholders.
Identify underlying causes of issues and recommend robust solutions.
Liaise with Service Level Managers and Platform Owners to ensure incidents are resolved within SLA timelines
Enhance understanding of incident management processes within the organization.
Ensure process improvements are effectively communicated and embedded into team behaviour.
Propose improvements to services and solutions, focusing on leveraging alternate technologies and automation.
Drive Mean Time to Restore (MTTR) improvements by defining and tracking knowledge articles to reduce MTTR and minimize repeat issues.
Support the Change Management process, including hosting weekly CAB (Change Advisory Board) meetings.
Weekly , Monthly IPC reporting with agreed SLA and format as agreed,
Work closely with technical team and deliver RCA on time.
Problem ticket creation and closing the RCA on time.
Drive Incident effectively with technical team and adhere to SLA.
Escalate to higher L2-L3 leads , management with agreed time frame.
Update IPC policy and maintain the IPC policy document up to date
Own and deliver patch management process with technical and compliance team.
Who You Are
Ensuring that customer communications, triage, 3rd party escalations and service resolution are all managed with urgency, care & professionalism.
Lead activities related to the implementation of Major Incident and Problem Management processes across the organization.
Assess business impact and urgency of incidents, review and accept incidents recommended for escalation as Major Incidents, and trigger business continuity or disaster recovery (DR) plans as required.
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Take full ownership of Major Incidents from initiation through resolution.
Establish and manage Technical and Business Management Bridge calls throughout the life cycle of a Major Incident.
Lead all resolving teams involved in the resolution process, escalating issues if appropriate levels of support are not being provided.
Maintain open communication with Management Stakeholders and the wider user base.
Perform Major Incident Reviews (MIR), capturing events and lessons learned.
Drive root cause identification and develop actionable and well-defined corrective/preventative action plans.
Exhibit a high level of command and control during conference calls involving multiple stakeholders.
Identify underlying causes of issues and recommend robust solutions.
Liaise with Service Level Managers and Platform Owners to ensure incidents are resolved within SLA timelines
Enhance understanding of incident management processes within the organization.
Ensure process improvements are effectively communicated and embedded into team behaviour.
Propose improvements to services and solutions, focusing on leveraging alternate technologies and automation.
Drive Mean Time to Restore (MTTR) improvements by defining and tracking knowledge articles to reduce MTTR and minimize repeat issues.
Support the Change Management process, including hosting weekly CAB (Change Advisory Board) meetings.
Weekly , Monthly IPC reporting with agreed SLA and format as agreed,
Work closely with technical team and deliver RCA on time.
Problem ticket creation and closing the RCA on time.
Drive Incident effectively with technical team and adhere to SLA.
Escalate to higher L2-L3 leads , management with agreed time frame.
Update IPC policy and maintain the IPC policy document up to date
Own and deliver patch management process with technical and compliance team.
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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Vision Insurance
- Life Insurance
- Dental Insurance
- Health Reimbursement Account
- Mental Health Benefits
- Short-Term Disability
- Long-Term Disability
- FSA
- FSA With Employer Contribution
- HSA
- HSA With Employer Contribution
- Virtual Fitness Classes
Parental Benefits
- Birth Parent or Maternity Leave
- Adoption Leave
- Non-Birth Parent or Paternity Leave
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Remote Work Opportunities
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Company Outings
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Volunteer Time Off
Financial and Retirement
- 401(K) With Company Matching
- Company Equity
- Stock Purchase Program
- Financial Counseling
Professional Development
- Mentor Program
- Access to Online Courses
- Lunch and Learns
- Internship Program
- Leadership Training Program
- Tuition Reimbursement
- Promote From Within
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Unconscious Bias Training
- Diversity, Equity, and Inclusion Program
Company Videos
Hear directly from employees about what it is like to work at Kyndryl.