Associate Director – Incident, Problem, Change, Operational Resilience
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Job Description
Associate Director leading incident, problem, change, and operational resilience for Kyndryl’s mission-critical technology services. Driving enterprise reliability, governance, executive communications, and recovery improvements.
Responsibilities:
- Lead the Major Incident Management function across the organization
- Direct responses to Severity 1, Severity 2, and other business-critical incidents
- Provide senior operational leadership during major incidents and keep technical teams focused on recovery priorities
- Own and coordinate executive communications during major incidents
- Translate complex technical information into concise business-focused updates
- Establish communication cadences and consistent messaging for executives, stakeholders, technical teams, vendors, and customer-facing organizations
- Lead post-incident reviews and ensure corrective and preventive actions are completed
- Improve major incident processes, playbooks, tooling, automation, training, and response readiness
- Own enterprise Incident and Problem Management practices and governance
- Drive improvements to reduce service disruption and improve Mean Time to Acknowledge, Engage, and Restore
- Identify recurring issues, operational trends, and systemic risks
- Ensure root cause analysis, known-error governance, corrective actions, and remediation commitments
- Own enterprise Change Management governance, policies, risk classifications, approval models, and controls
- Oversee Change Advisory Board activities and Normal, Standard, and Emergency change governance
- Improve change risk assessment and monitor change success rates and change-related incidents
- Establish enterprise technology operational resilience and service reliability practices
- Identify critical service risks and drive resilience, recovery, automation, observability, AIOps, analytics, and proactive monitoring initiatives
- Establish operational metrics, scorecards, and executive reporting
- Align practices with governance, audit, risk, regulatory, and compliance expectations
- Lead, coach, and develop Incident, Problem, Change, and Major Incident Management professionals
- Build cross-functional partnerships and ensure major incident coverage and readiness
Requirements:
- 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
- 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
- ITIL 4 certification or equivalent service management experience preferred
- Experience with ServiceNow or comparable enterprise ITSM platforms preferred
- Experience with observability, event management, AIOps, automation, and incident response technologies preferred
- Experience with Site Reliability Engineering, DevOps, cloud operations, disaster recovery, business continuity, or operational resilience preferred
- Experience working within complex, global, or highly regulated enterprise environments preferred
Benefits:
- Extensive and diverse technical trainings, including cloud technology
- Free certifications
- Career opportunities in advanced technical roles
- Hybrid-friendly culture supporting well-being and growth
- Be Well programs supporting financial, mental, physical, and social health
- Personalized development goals and continuous feedback
- Certifications with Microsoft, Google, and Amazon
- Coaching and hands-on learning experiences
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