Junior Incident, Request & Knowledge Manager

Job description

Who We Are 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. The Role 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. Key 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. Who You Are 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 The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way. 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 culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best. From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth. We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success. We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next. 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.