Audiovisual Operations Analyst

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.

Your role The VNOC Operator is the first operational line of the remote AV service and is responsible for continuously monitoring the meeting-room estate, responding to alerts and incidents, carrying out structured initial diagnosis and performing approved remote remediation. The Operator owns the operational progression of incidents. The role does not require deep engineering expertise across every AV technology. Instead, the Operator is expected to understand meeting-room technology sufficiently to interpret alerts, identify the likely area of failure, execute documented diagnostic and remediation procedures, validate recovery and escalate effectively when the issue exceeds defined support boundaries. The role is designed to be repeatable and scalable within a 24x7 operations environment.

Monitor AV and Microsoft Teams Room infrastructure using Utelogy U-Manage/U-Managed and other authorised monitoring platforms. Respond to device-health alerts, offline events, service degradation and user-reported AV incidents. Qualify monitoring alerts to distinguish genuine incidents from transient events, duplicate alerts, maintenance activity or known conditions. Create, categorise, prioritise and maintain accurate incident records within the ITSM platform. Perform initial diagnosis using approved troubleshooting procedures, monitoring data, device status information, logs and remote-management tools. Establish the likely fault domain, for example: ( MTR compute, controller/touch panel, camera microphone/audio, display network connectivity, AV peripheral, room-control system). Carry out approved remote remediation including activities such as device restart, service restart, connection re-establishment and other documented recovery actions. Validate service recovery following remediation rather than closing incidents solely because an alert has cleared. Manage incidents in accordance with agreed priority, SLA and escalation requirements. Recognize incidents requiring SME, onsite engineer, Microsoft/M365, network or other resolver-group intervention. Escalate incidents with sufficient diagnostic information to enable the receiving team to act without unnecessarily repeating first-line investigation. Maintain ownership and visibility of incidents until resolution or formal transfer of ownership in accordance with the service operating model. Communicate incident status clearly to resolver groups, service-management teams and other stakeholders. Follow and provide feedback on knowledge articles, troubleshooting procedures and operational runbooks. Identify repeated alert patterns or recurring incidents and flag these for SME/problem-management review. Your Future at Kyndryl Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you won’t find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.

You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless –