Incident Manager
- Kyndryl
- 0 - 4 years
- Noida, Gurugram
- 5 days ago
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Job Description
Who We Are
At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the worlds 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 peopleKyndrylsthat 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
Join our team of client-facing tech enthusiasts dedicated to delivering hands-on support and maintaining client systems for a diverse range of end users, including executive support. As Deskside Support, you're not just a problem solver you're a technology hero.Picture yourself in a role where you're the go-to expert for testing and troubleshooting, playing a crucial part in identifying and resolving issues with software upgrades, system images, and cutting-edge hardware deployments. Your expertise will be invaluable as you tackle hardware and software dilemmas across a multitude of device types, both on-site and through remote support.Showcasing your knowledge of popular operating systems and applications, you'll make technology hiccups disappear with ease. In this role, you'll be part of a vibrant ecosystem, collaborating with other internal teams at Kyndryl as well as our esteemed alliance partners, such as Microsoft.At Kyndryl, were all about progress, and you'll be right at the forefront, recognizing opportunities for modernization and automation within your realm. Youre empowered to bring your creative side by presenting innovative ideas that not only enhance the end-user experience but also drive cost savings. Our customers satisfaction is paramount, and you'll play a pivotal role in achieving it by ensuring we meet XLA and SLA targets.If you're someone who thrives on teamwork and embraces the ever-evolving tech landscape, you'll love being part of a team focused on deploying the latest and greatest in technology. Join us as Deskside Support, where every day is a tech adventure, and you're the hero who keeps the digital world spinning smoothly. Your journey begins here.Your Future at Kyndryl
Every position at Kyndryl offers a way forward to grow your career. Whether you want to explore opportunities such as Service Delivery Management, Workplace Modernisation or Workplace Virtualization Kyndryl is dedicated to your professional journey.
Who You Are
Youre 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, youre open and borderless naturally inclusive in how you work with others.
Required Skills & Experience:
3+ years in Incident / Situation / Major Incident Management.
Strong expertise in ITIL-based Service Management processes (Incident, Problem, Change).
Proven experience in handling P1 incidents/major outages in large-scale enterprise environments.
Solid understanding of infrastructure technologies (Servers, Cloud, Networks, Applications, Security).
Proficiency in MS Office tools for reporting and dashboards.
Ability to lead under pressure and make quick, informed decisions.
Key Responsibilities:
Act as the primary owner for high-severity incidents (Major/Situation/P1 incidents) from detection to closure.
Initiate, lead, and facilitate incident bridges/war rooms with resolver groups, vendors, and stakeholders until resolution.
Ensure real-time communication with business leaders, senior management, and customers during critical situations.
Drive cross-functional collaboration across infrastructure, application, network, and vendor teams to accelerate resolution.
Track and escalate issues where progress is blocked, ensuring adherence to SLAs.
Validate incident classification, impact, and priority; reassign or adjust as required.
Ensure accurate incident documentation including timelines, decisions, and resolution actions.
Coordinate with Problem Management for Root Cause Analysis (RCA) and track corrective/preventive actions.
Prepare and deliver Situation Reports (SITREPs), incident summaries, and post-incident reviews.
Analyze incident trends and recommend process improvements to reduce recurrence and improve response.
Support continual service improvement (CSI) initiatives within Incident and Problem Management processes.
Preferred Certifications:
ITIL Foundation / Intermediate (mandatory).
Graduate degree in Computer Science, Electronics, or related field.
AWS / Azure / VMware certifications (advantage).
PMP / COBIT or equivalent (preferred).
Soft Skills:
Strong leadership and crisis management abilities.
Excellent verbal and written communication for senior management and client reporting.
Analytical and structured problem-solving approach.
Ability to handle multiple priorities and work calmly under pressure.
Strong collaboration and conflict-resolution skills.
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 dont meet every requirement, we encourage you to apply. We believe in growth, and were 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. Thats The Kyndryl Way.
What You Can Expect
Your career with us isnt just a jobits 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 healthbecause we know that when you feel your best, you do your best. From your very first day, youll dive into impactful work that powers the systems our customers rely on every day. You wont just contributeyoull make a difference, tackling meaningful projects that sharpen your skills and fuel your growth.Were 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, youll have everything you need to thrive and evolve. Youll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunitiesfrom certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, youll be part of a culture that values empathy, restless learning, and a devotion to shared success. We want you to thrive hereand were committed to helping you do just that. Ready to make an impact? Join us and help shape whats 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.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: Incident ManagementEmployement Type: Full timeContact Details:
Company: KyndrylLocation(s): Noida, Gurugram
Keyskills: major incident management analytical verbal communication problem management resolution infrastructure setup ms office tools incident management written communication collaboration leadership crisis management incident communication skills itil conflict ms office
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