Infrastructure Specialist

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.

Service Management & Operations Ensure services are delivered in line with agreed SLAs, KPIs, and contractual obligations. Monitor service performance and drive corrective actions for SLA deviations. Lead Incident, Problem, Change, and Service Request Management processes. Ensure timely resolution of major incidents and minimize business impact. Root Cause Analysis - RCA Submissions  Drive operational efficiency and service quality improvements. Governance & Customer Management Conduct weekly, monthly, and quarterly service reviews with customers. Prepare and present service performance reports, dashboards, and executive summaries. Act as the primary escalation point for service delivery issues. Maintain strong customer relationships and ensure customer satisfaction targets are achieved. ITIL Process Management Govern ITIL processes including: Incident Management Problem Management Change Management Request Fulfillment Asset & Configuration Management Service Level Management Ensure adherence to organizational and customer compliance requirements. Risk, Compliance & Audit Identify operational risks and drive mitigation plans. Ensure audit readiness and compliance with regulatory/customer requirements. Track and manage open audit observations and service improvement initiatives. Support security, vulnerability, and compliance remediation activities. Continuous Service Improvement (CSI) Analyze service trends and implement improvement initiatives. Drive automation and process optimization opportunities. Lead root cause analysis (RCA) for major incidents and recurring issues. Establish preventive measures to improve service stability. Coordinate with internal teams, partners, and third-party vendors. Ensure vendor performance aligns with contractual obligations. Facilitate cross-functional collaboration for issue resolution and project delivery. Technical & Process Skills Strong understanding of ITIL Framework and Service Management processes. Experience in IT Infrastructure, Cloud, Network, End User Computing, or Managed Services environments. Knowledge of TSM tools. Experience with SLA/KPI reporting and governance. Escalation Management .  Excellent Communication Skills  Problem Solving Approach .  Your future at Kyndryl This is a true “start here, go anywhere” opportunity. As you get a close-up look at a wide variety of Kyndryl job roles, you can choose your career path. Many have moved up to the 2nd or 3rd level escalation team. Others go on to further education/certifications and more senior or technical roles.

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 – naturally inclusive in how you work with others.   Experience & Qualification Graduate in Computer Science, Information Technology, Engineering, or related  Mandatory 6+ years of Banking domain experience. ITIL Foundation certification (mandatory). ITIL Intermediate/Managing Professional certifications (preferred). Preferred Banking Knowledge  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