Service Manager

Ensure 24x7 monitoring and management of network, security, and infrastructure components. Drive operational excellence within the NOC team for incident, problem, and change management. Ensure compliance with defined SLAs, OLAs, and KPIs. Monitor service performance and implement improvements. Lead major incident management (P1/P2), including war room coordination and communication. Ensure timely resolution and minimize MTTR (Mean Time to Resolve). Conduct RCA (Root Cause Analysis) and ensure preventive actions are implemented. Maintain incident dashboards and reporting. Manage and lead a team of NOC engineers (L1/L2/L3). Plan shift rosters and ensure adequate coverage for 24x7 operations. Conduct performance reviews, mentoring, and skill development initiatives. Drive automation mindset and continuous learning. Act as primary contact for customer and internal stakeholders for service-related matters. Conduct weekly/monthly service review meetings (WBR/MBR). Provide executive-level reporting and updates on service performance. Ensure high customer satisfaction (CSAT). Ensure adherence to ITIL processes and ISO/security compliance standards. Prepare and present service reports, dashboards, and audits. Handle escalation management and governance alignment with client policies. Support regulatory compliance (RBI, PCI-DSS, CERT-IN as applicable). Identify improvement areas and implement process optimization & automation. Drive initiatives for proactive monitoring, AI/IOps adoption. Reduce repetitive incidents through automation and knowledge base updates.

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.

• Strong understanding of Network Infrastructure, including Routing, Switching, WAN, and SD-WAN technologies.

• Hands-on experience with Firewall technologies, including Palo Alto, Fortinet, and Check Point.

• Knowledge of Data Center technologies, such as Cisco ACI, Nexus Switches, and Load Balancers.

• Experience with enterprise Monitoring and Observability Tools, including SolarWinds, Nagios, Zabbix, SevOne, or equivalent platforms.

• Familiarity with IT Service Management (ITSM) tools, such as ServiceNow and BMC Remedy.

• Strong knowledge of ITIL processes, Incident Management, Problem Management, Change Management, and Service Operations.