Change Manager

About the role

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. 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.

Requirements

• 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 tea

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