IT Service Management Specialist

Who We AreAt 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 RoleWe are seeking an experienced IT Service Management Specialist to join our team, with a primary focus on Incident, Problem, and Change (IPC) processes. The ideal candidate will have a strong background in IT Service Management, hands-on experience in IPC, and a passion for driving service excellence.

Key Responsibilities:

Manage and coordinate the end-to-end Incident, Problem, and Change Management processes to ensure timely resolution and minimal business impact.

Lead the investigation and resolution of major incidents, ensuring effective communication and escalation as needed.

Perform root cause analysis for recurring incidents and develop action plans to prevent future occurrences.

Oversee the Change Management process, including assessment, approval, scheduling, and post-implementation review.

Maintain accurate records and documentation for all IPC activities, ensuring compliance with internal standards and SLAs.

Collaborate with cross-functional teams to drive continuous improvement in service delivery and process efficiency.

Generate and present regular reports on IPC metrics, trends, and improvement initiatives to management.

Who You AreQualifications:

Bachelor's degree in computer science, Information Technology, or related field.

Minimum 3 years of hands-on experience in IT Service Management, specifically in Incident, Problem, and Change Management.

Strong understanding of ITSM frameworks and best practices.

ITIL4 certification is highly desirable.

Excellent analytical, problem-solving, and communication skills.

Ability to work effectively in a fast-paced, team-oriented environment.

Experience with ITSM tools (e.g., ServiceNow, Remedy) is a plus.

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