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IT Incident Manager for Infrastructure and Application

AT Kyndryl
Kyndryl

IT Incident Manager for Infrastructure and Application

Bangkok, Thailand

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

Key Responsibilities:

Incident Management:

  • Oversee the entire incident lifecycle, from identification to resolution and closure, ensuring adherence to SLA (Service Level Agreement) timelines.
  • Act as the central point of contact during major incidents, coordinating between technical teams, vendors, and business stakeholders.

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Incident Response:

  • Facilitate and lead incident response efforts for high-priority incidents, ensuring swift resolution and root cause identification.
  • Drive collaboration among cross-functional teams to resolve issues efficiently and effectively.

Communication:

  • Provide regular updates to stakeholders, including incident status, impact assessments, and resolution timelines.
  • Ensure accurate and timely incident reporting to relevant stakeholders.

Post-Incident Activities:

  • Conduct post-incident reviews to identify root causes and implement corrective actions to prevent recurrence.
  • Document incidents thoroughly, creating detailed reports and lessons learned for future reference.

Process Improvement:

  • Analyze incident trends and metrics to identify areas for improvement in incident management processes.
  • Develop and enhance incident management policies, procedures, and tools to optimize efficiency.

Compliance and Best Practices:

  • Ensure all incident management activities comply with organizational policies, ITIL (Information Technology Infrastructure Library) standards, and regulatory requirements.
  • Advocate for and implement best practices in incident management.

Who You Are

Skills and Qualifications:

  • 3+ years of experience in ITIL4 processes, particularly Incident Management.
  • Excellent communication and interpersonal skills to liaise effectively with technical teams and non-technical stakeholders.
  • Analytical and problem-solving skills to quickly assess and resolve incidents.
  • Experience with IT service management tools (e.g., ServiceNow, SummitAI).
  • Ability to work under pressure and prioritize tasks in high-stress situations.

Preferred Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Certifications such as ITIL, PMP, or equivalent is highly desirable.
  • Previous experience in an IT Incident Manager role or similar capacity.

Being You

Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

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.

Client-provided location(s): Bangkok, Thailand
Job ID: Kyndryl-R-29738
Employment Type: Full Time

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Vision Insurance
    • Life Insurance
    • Dental Insurance
    • Health Reimbursement Account
    • Mental Health Benefits
  • Parental Benefits

    • Birth Parent or Maternity Leave
  • Work Flexibility

    • Remote Work Opportunities
    • Flexible Work Hours
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Volunteer Time Off
  • Professional Development

    • Mentor Program
    • Access to Online Courses
    • Lunch and Learns