Incident manager at Kyndryl Canada Limited

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

19 Jul, 26

Salary

0.0

Posted On

20 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident management, Problem management, Major incident handling, Root cause analysis, SLA management, Change management, Patch management, Technical bridge management, Stakeholder communication, Disaster recovery, Business continuity, Automation, MTTR improvement, Reporting, Process improvement, Compliance

Industry

IT Services and IT Consulting

Description

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. 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. We’re glad you’re here. Take a look around at the many exciting career opportunities we have available and apply today! Can’t find a suitable job opening? Drop off your CV/Resume Drop off your CV/Resume and a Recruiter will reach out with related career information that match your experience and expertise. Sign up for Job Alerts Create your account and then sign up for job alerts. When new jobs become available that meet your criteria, you’ll be alerted right away! At Kyndryl, we achieve progress the world depends on, with purpose. Beginning with the purpose that matters to you. Because here, you will be part of a culture designed with purpose. One that is restless, empathetic and devoted. Where we are committed to sustainable progress for our customers and supporting the communities where we work and live. All of you is what we want. And what we need. Join us, and together, we can advance the vital systems that power human progress.

Responsibilities

The role involves managing major incidents from initiation to resolution, including leading technical bridge calls and driving root cause analysis. You will also be responsible for implementing process improvements, managing SLA compliance, and overseeing patch management activities.