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 adaptable, 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 Fu

📌 Junior Incident, Request (Polanco)
🏢 Kyndryl
📍 Polanco