Junior Incident, Request & Knowledge 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. As an Incident Request & Knowledge Manager at Kyndryl, you'll be responsible for the operational governance and coordination of Incident Management, Major Incident Management, Request Management, and Knowledge Management practices. In this role, you ensure consistent handling of service disruptions and service requests while enabling effective knowledge reuse to improve resolution speed, service quality, and user experience. You act as a key coordination point between Service Desk teams and technical support groups, ensuring structured escalation, effective communication, and timely service restoration during standard and major incidents. Your work directly contributes to operational stability, service reliability, and continuous improvement across IT service operations.

Responsibilities

• Coordinate Incident, Major Incident, Request, and Knowledge Management operations to ensure consistent and effective service handling.
• Act as the central coordination point during major incidents, ensuring structured escalation, communication, and timely service restoration.
• Oversee incident resolution flow and request fulfillment, validating prioritization, SLA adherence, and closure quality.
• Promote creation, maintenance, and reuse of knowledge articles to improve resolution speed and reduce recurring incidents.
• Analyze operational trends and risks to drive service improvements, prevention actions, and better user experience.
• Your Future at Kyndryl
• Every position at Kyndryl offers a way forward to growing your career. Whether you want to broaden your experience across service management practices or deepen your expertise in operational governance, you can find your opportunity here.

Requirements

• You're good at what you do and possess the required experience to prove it. Equally important, you demonstrate a growth mindset, strong service orientation, and the ability to operate effectively in high‑pressure environments while maintaining focus on quality and continuous improvement.
• Required Skills and Experience
• 3+ years of experience in IT operations or IT Service Management roles.
• Intermediate knowledge of ITIL® 4 practices, including: Incident Management, Major Incident Management, Request Management, Knowledge Management
• Experience coordinating or supporting Incident and Major Incident processes.
• Experience working with ITSM tools (ServiceNow preferred) at an operational or governance level, including Incident, Request, Knowledge, and Service Catalog modules.
• Experience interacting with Service Desk operations and support teams.
• Ability to monitor incident resolution flow and manage escalations effectively.
• Ability to work under pressure during major incidents and crisis situations.
• Strong analytical mindset focused on prevention, learning, and continuous improvement.
• Intermediate to advanced English proficiency, required for technical documentation, global communication, and incident reporting.
• Preferred Skills and Experience
• Bachelor's degree in Information Technology, Systems, or a related field, or equivalent practical experience.
• ITIL® 4 Foundation certification.
• Experience using dashboards, reporting tools, and trend analysis to support operational improvements.
• Experience supporting knowledge bases and self‑service portals.
• Familiarity with major incident calls and collaboration tools (e.g., Microsoft Teams, Zoom).
• Experience supporting or coordinating Service Desk operations in a global environment.
• Being You
• 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 cultur

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