Senior Network Operations

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

Infrastructure Architects are the key link between Kyndryl and our clients. You’re in a technical leadership role, uniting and guiding stakeholders from clients, governance, and project executives to delivery and sometimes even the vendors who work with the client. You’ll be there from the start of a project — understanding what’s needed and figuring out the best technical solution. And you’ll be there at the finish, delivering the right product on time and within budget.

As an Infrastructure Architect, you’ll draw upon the full breadth of your talent and experience. This is a technical leadership role, so we want you to bring your vision, knowledge, and leadership to each project. To the client, you’re the subject matter expert – consulting early, gathering inputs, understanding what they need from our solution. You define what Kyndryl can do to meet this solution. You design the best solution for the job. And finally, you’re the tech leader for implementation.

At Kyndryl we support all major cloud platforms, so you’ll get the chance to use everything you know – and then some. You’ll also become expert at knowing when and how to call on other SMEs outside your wheelhouse. Thinking your way around pre-existing limitations will grow your creativity and flexibility. You’ll learn a lot here, and if you want to work toward certifications there are plenty of opportunities.The rewards for all this are many. You’ll get to influence, create, and deliver something from start to finish. You will have the power to delight our clients.

Your future at Kyndryl
This role opens the door to many career paths, both vertical and horizontal, and there may be opportunity to travel. It’s a great chance for database administrators or other techs to break into the cloud. It’s also a solid path to become enterprise or chief architect or a distinguished engineer! Whatever you see for yourself, you’ll find the opportunity here.

Who You Are

You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.

Key Responsibilities

1. Incident & Escalation Management

· Act as the primary point of contact for high-priority network and infrastructure escalations.

· Lead major incident coordination across engineering teams, vendors, and stakeholders to restore services quickly.

· Monitor ServiceNow (SNOW) queues daily to ensure clear ticket ownership, prioritization, and lifecycle governance.

· Analyze ticket aging patterns and remove backlogs before they impact service performance or customer experience.

· Track SLA and Mean Time to Resolution (MTTR) performance and drive timely closure across the engineering team.

· Proactively allocate resources and follow up on tickets nearing SLA breach to prevent service impact.

· Conduct incident reviews and ensure corrective actions are tracked to reduce repeat incidents.

2. Team & Shift Management

· Design, optimize, and publish monthly shift schedules for the Data Center and Network Operations team.

· Manage 24x7x365 operational coverage plans to eliminate support gaps during shifts, weekends, holidays, and handovers.

· Ensure structured shift handover, workload balancing, and timely communication of operational priorities.

· Coach and guide engineers to improve operational discipline, accountability, and service quality.

3. Governance, Audits & Resource Lifecycle

· Manage engineer onboarding, offboarding, access readiness, and knowledge transfer processes.

· Monitor team attrition risks and support talent retention through early engagement and operational stability actions.

· Ensure Background Verification (BGV) compliance for all incoming personnel before deployment into operations.

· Conduct daily, weekly, and monthly governance meetings to review operational performance, risks, actions, and dependencies.

· Maintain SOPs, process documentation, audit evidence, and operational trackers in an audit-ready state.

· Drive continuous improvement initiatives to strengthen governance, service quality, and operational standardization.

4. Client Governance & Reporting

· Prepare weekly and monthly operational reports covering tower performance, incident trends, SLA status, ticket backlog, and risk areas.

· Analyze key operational metrics against contractual agreements to identify trends, risks, and improvement opportunities.

· Lead customer-facing service reviews and present performance updates, risks, action plans, and strategic improvements.

· Review weekly infrastructure compliance reports to track security posture adherence and report exceptions.

· Collaborate with internal stakeholders and customers to drive service improvement, compliance closure, and operational transparency.

Required Skills & Experience

· Strong experience in NOC, Data Center, network infrastructure operations, or service delivery management.

· Practical knowledge of ITIL processes including Incident, Problem, Change, and Service Level Management.

· Hands-on working knowledge of ServiceNow ticket governance and operational reporting.

· Ability to manage 24x7 teams, shift rosters, handovers, escalations, and operational risks.

· Strong understanding of routing, switching, firewalls, wireless, SD-WAN, monitoring, and data center operations.

· Excellent stakeholder management, customer-facing communication, presentation, and governance skills.

· Strong analytical mindset with ability to convert operational metrics into clear actions and business outcomes.

· ITIL certification and experience in compliance/audit-driven environments preferred.

Business Outcomes

· Improves service availability through proactive incident, escalation, and SLA governance.

· Reduces operational risk by maintaining audit-ready processes, BGV compliance, and clear ticket ownership.

· Strengthens customer confidence through structured reporting, transparent metrics, and regular governance reviews.

· Enhances team productivity by optimizing shift coverage, handovers, and resource utilization.

· Drives continuous service improvement through trend analysis, backlog control, and corrective action tracking.

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.