Situation Management

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

Infrastructure Specialists at Kyndryl are project-based subject matter experts in all things infrastructure - good at providing analysis, documenting and diagraming work for hand-off, offering timely solutions, and generally "figuring it out." This is a hands-on role where your feel for the interaction between a system and its environment will be invaluable to every one of your clients.

There are two halves to this role: First, contributing to current projects where you analyze problems and tech issues, offer solutions, and test, modify, automate, and integrate systems. And second, long-range strategic planning of IT infrastructure and operational execution. This role isn't specific to any one platform, so you'll need a good feel for all of them. And because of this, you'll experience variety and growth at Kyndryl that you won't find anywhere else.

You'll be involved early to offer solutions, help decide whether something can be done, and identify the technical and timeline risks up front. This means dealing with both client expectations and internal challenges - in other words, there are plenty of opportunities to make a difference, and a lot of people will witness your contributions. In fact, a frequent sign of success for our Infrastructure Specialists is when clients come back to us and ask for the same person by name. That's the kind of impact you can have!

This is a project-based role where you'll enjoy deep involvement throughout the lifespan of a project, as well as the chance to work closely with Architects, Technicians, and PMs. Whatever your current level of tech savvy or where you want your career to lead, you'll find the right opportunities and a buddy to support your growth. Boredom? Trust us, that won't be an issue.

Your future at Kyndryl
There are lots of opportunities to gain certification and qualifications on the job, and you'll continuously grow as a Cloud Hyperscaler. Many of our Infrastructure Specialists are on a path toward becoming either an Architect or Distinguished Engineer, and there are opportunities at every skill level to grow in either of these directions.

• Having 3+ Years of experience in Situation management
• Enterprise IT application experience
• Incident Ownership: Manage all major incidents (Sev1 and Sev2) and urgent/on-demand Sev3 incidents in a 24x7 centralized Incident Management desk.
• Ticket Handling:
• Receive and log incidents via phone, email, and web in SNOW Portal.
• Perform initial assessment, categorization, and prioritization using the Call Logging Template (CLT).
• Initiate bridges and release notifications with meaningful progress updates.
• Resolution Coordination:
• Lead and facilitate incident calls with end-to-end ownership until resolution.
• Conduct initial discovery and provide preliminary support before engaging domain SMEs.
• Assign incidents to appropriate resolution groups and drive closure.
• Escalate unresolved incidents per escalation procedures approved by CUSTOMER SPOC.
• Stakeholder Communication:
• Keep internal and external stakeholders updated throughout the incident lifecycle.
• Communicate anticipated resolution times and status changes.
• Coordinate with backend infrastructure teams to ensure prioritization and resolution.
• Governance & Compliance:M

• Recommend improvements to documented processes and interfaces.
• Organize monthly cross-skill training with domain teams.
• Maintain and reconcile escalation matrices and notification distribution lists.