Service Management Specialist – IPC

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

Have you been wanting to get into IT but don’t have tech experience, this could be your gateway. Do you love how it feels to help someone solve a problem? Want a chance to see lots of career options up close before you choose your path forward? Then there’s a good chance you’ll love being a Service Management Specialist – IPC at Kyndryl. Being great in this job is less about your resume and more about your personality. We are looking for friendly, helpful, and empathetic people who have an interest in technology but not necessarily tech experience. As a Service Management Specialist – IPC, you’ll be the face and voice of Kyndryl, helping customers solve their problems every day. A Service Management Specialist – IPC combines the know-how of tech support with problem solving and customer service, so bring your people skills and we’ll teach you the rest. It’s a fun and fast-paced role where you’ll start learning and contributing right away. The first month, you learn the ropes and get set up with one client on production. Soon, you’ll be multi-tasking and providing interactive solutions (chat, email, MS Teams) while treating our customers to concierge-level care. You will also work with back-office teams to handle escalations. This is your chance to work alongside senior co-workers who will share their knowledge. As you interact with many different people on a variety of problems, you’ll grow your experience, skill, and grasp of what other job roles do. In addition, there are plentiful opportunities to find and work with mentors. You can become an expert with Microsoft 365, especially Excel, and get trained on a variety of different platforms. And you can earn certifications including Google Cloud, Azure, Microsoft, etc. In fact, the learning opportunities are what most people like best about this role. It’s fun, challenging, and fast-paced – you definitely won’t be bored!

Key Responsibilities include:

Incident Management:

• Coordinate and drive resolution of major and high-priority incidents.

• Ensure timely communication and updates to stakeholders during incidents.

• Monitor incident queues and ensure SLA adherence.

• Perform trend analysis for recurring incidents.

Problem Management:

• Conduct root cause analysis (RCA) for critical incidents.

• Initiate and manage Problem records through to resolution.

• Work with technical teams to define permanent fixes and preventive measures.

• Track known errors and ensure knowledge base updates.

Change Management:

• Evaluate, review, and coordinate Change Requests (CRs).

• Conduct Change Advisory Board (CAB) meetings.

• Ensure change documentation is complete and risk assessments are performed.

• Monitor change success rate and adherence to the change calendar.

Process Governance & Reporting:

• Ensure compliance with IPC policies and procedures.

• Identify process improvement opportunities.

• Prepare and share regular reports on IPC metrics (KPIs, trends, etc.).

• Train teams and provide guidance on process adherence.

Your future at Kyndryl This is a true “start here, go anywhere” opportunity. As you get a close-up look at a wide variety of Kyndryl job roles, you can choose your career path. Many have moved up to the 2nd or 3rd level escalation team. Others go on to further education/certifications and more senior or technical roles.

Who You Are

• Strong understanding of ITIL processes, especially IPC.

• Hands-on experience with ITSM tools (e.g., ServiceNow).

• Ability to analyze data and generate actionable insights.

• Strong documentation and stakeholder communication skills.

• Experience in driving root cause analysis and continuous improvement.

• Capable of handling bridge calls and crisis coordination.

• 4 to 6 years in an ITSM/Service Management role.

• Experience in managing IPC processes in a mid-to-large scale enterprise.

• Exposure to managing IT services in an ITIL-based environment.

• Bachelor's Degree.

Preferred Skills and Experience

• ITIL v3/v4 Foundation (mandatory)

• Intermediate ITIL Certifications (Service Operation / CSI) – an advantage

• Any additional certification in Problem or Change Management (preferred)

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.