Associate Director, Incident, Problem, Change & Operational Resilience

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 Major Incident Management & Executive Communications Lead the Major Incident Management function and ensure consistent execution across the organization. Direct the response to Severity 1, Severity 2, and other business critical incidents, ensuring rapid engagement, clear accountability, effective escalation, and timely service restoration. Provide senior operational leadership during major incidents and ensure technical teams remain focused on recovery priorities. Own and coordinate executive communications throughout major incidents. Translate complex technical information into concise, business focused updates covering impact, risk, recovery progress, dependencies, decisions required, and next steps. Establish appropriate communication cadences and ensure messaging remains consistent across executives, business stakeholders, technical teams, vendors, and customer facing organizations. Lead post incident reviews and ensure corrective and preventive actions have clear ownership and are completed. Continuously improve major incident processes, playbooks, tooling, automation, training, and response readiness. Incident & Problem Management Own the enterprise Incident and Problem Management practices and associated governance. Ensure incidents receive appropriate prioritization, ownership, escalation, investigation, resolution, and documentation. Drive improvements that reduce service disruption and improve Mean Time to Acknowledge, Engage, and Restore. Identify recurring issues, operational trends, and systemic risks through proactive and reactive Problem Management. Ensure significant and recurring incidents receive appropriate root cause analysis. Maintain governance over problem records, known errors, corrective actions, and remediation commitments. Hold accountable teams and service owners for resolving underlying causes rather than only restoring service. Change Management Own the enterprise Change Management practice and ensure technology changes appropriately balance speed, business value, stability, and risk. Define and maintain change governance, policies, risk classifications, approval models, and control requirements. Provide oversight for Change Advisory Board activities and ensure Normal, Standard, and Emergency changes follow appropriate governance. Use historical incident data, service criticality, testing evidence, dependencies, implementation plans, and rollback strategies to improve change risk assessment. Monitor change success rates, failed changes, emergency changes, and change related incidents. Partner with engineering, development, infrastructure, cybersecurity, and operations teams to improve change quality while reducing unnecessary administrative friction. Operational Resilience & Service Reliability Establish and mature an enterprise approach to technology operational resilience and service reliability. Identify services, technologies, and dependencies that create significant business or operational risk. Partner with service owners, engineering teams, cybersecurity, infrastructure, business continuity, and disaster recovery teams to improve the resilience of critical services. Use incident, problem, change, availability, and reliability data to identify systemic weaknesses and prioritize improvement initiatives. Drive programs that reduce repeat failures, eliminate single points of failure, strengthen recovery capabilities, and improve service reliability. Ensure lessons learned from major incidents translate into measurable improvements in architecture, operations, processes, controls, and recovery readiness. Promote greater use of automation, observability, AIOps, analytics, and proactive monitoring to identify and address service risks before they become business impacting incidents. Governance, Metrics & Continuous Improvement Establish meaningful operational metrics, scorecards, and executive reporting across Incident, Problem, Change, Major Incident Management, and Operational Resilience. Key measures may include major incident frequency, Mean Time to Restore, repeat incidents, root cause completion, remediation aging, change success rate, change related incidents, and service reliability trends. Identify opportunities to simplify processes, automate workflows, improve operational data, and increase accountability. Ensure practices align with organizational governance, audit, risk, regulatory, and compliance expectations. Leadership Responsibilities Lead, coach, and develop Incident, Problem, Change, and Major Incident Management professionals. Create a culture of accountability, urgency, collaboration, transparency, and continuous improvement. Develop incident leaders who can remain structured, decisive, and effective during high pressure situations. Build strong partnerships across infrastructure, applications, cloud, cybersecurity, engineering, business operations, and third party providers. Influence teams and leaders across organizational boundaries to improve service stability and reduce operational risk. Ensure appropriate major incident coverage and readiness during critical business periods. Your Future at Kyndryl Imagine being part of a dynamic team that values your growth and development. As Technical Support at Kyndryl, you'll receive an extensive and diverse set of technical trainings, including cloud technology, and free certifications to enhance your skills and expertise. You'll have the opportunity to pursue a career in advanced technical roles and beyond – taking your future to the next level. With Kyndryl, the sky's the limit. Who You Are Required Qualifications Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related discipline, or equivalent professional experience. 8 or more years of experience in IT operations, service management, engineering, infrastructure, cybersecurity operations, or related technology disciplines. 3 or more years of leadership experience across Incident, Major Incident, Problem, Change, Service Management, or technology operations. Demonstrated experience leading complex, high severity incidents in large enterprise environments. Strong understanding of ITIL based Incident, Problem, Change, and Major Incident Management practices. Demonstrated ability to communicate effectively with senior executives during high pressure situations. Ability to translate complex technical information into clear business impact, operational risk, recovery status, and required decisions. Strong understanding of enterprise infrastructure, cloud, applications, networking, cybersecurity, observability, and service dependencies. Experience developing operational metrics, executive reporting, governance processes, and continuous improvement programs. Strong leadership, analytical, problem solving, facilitation, and stakeholder management skills. Preferred Qualifications ITIL 4 certification or equivalent service management experience. Experience with ServiceNow or comparable enterprise ITSM platforms. Experience with observability, event management, AIOps, automation, and incident response technologies. Experience with Site Reliability Engineering, DevOps, cloud operations, disaster recovery, business continuity, or operational resilience. Experience working within complex, global, or highly regulated enterprise environments. 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.