We design, build, manage and modernize the mission-critical technology systems that the world depends on every day.
Incident Manager
Location
Costa Rica
Posted
2 days ago
Salary
0
Seniority
Senior
Job Description
Incident Manager
Kyndryl
• Lead the management of incidents from identification through resolution, ensuring timely service restoration • Orchestrate incident bridges and coordinate multiple technical teams and service partners during active incidents • Own communication to customers and internal stakeholders throughout the incident lifecycle using defined communication plans • Ensure incident priorities, impacts, and escalations are assessed accurately and consistently • Drive post incident reviews, documenting root causes, actions taken, and improvement opportunities • Partner with Problem Management to trigger deeper root cause analysis when required • Monitor incident trends and metrics to identify recurring issues and opportunities for service improvement • Maintain compliance with IT Service Management (ITSM) processes and continuously improve incident management execution
Job Requirements
- Experience working within ITSM frameworks and incident management processes
- Hands on experience with ITSM tools such as ServiceNow or equivalent platforms
- Ability to lead and coordinate cross functional technical teams during high impact incidents
- Experience managing customer communications during service disruptions
- Familiarity with formal troubleshooting and root cause analysis methodologies
- Ability to manage multiple incidents, priorities, and stakeholders concurrently
- Experience documenting incidents, actions, and outcomes in structured systems
- ITIL Foundation certification v3 or v4 or higher (preferred)
- Experience supporting large scale or enterprise customer environments (preferred)
- Experience facilitating post incident reviews and driving corrective actions (preferred)
- Comfort working with ambiguity while maintaining structured decision making (preferred)
- Experience managing executive or senior stakeholder expectations during critical incidents (preferred)
Benefits
- flexible, supportive environment
- Be Well programs support financial, mental, physical, and social health
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