1 day ago Be among the first 25 applicants
Be among the first 25 applicants to this inclusive role at Kyndryl—a leading global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Who We Are
At Kyndryl, we design, build, manage and modernize the mission‑critical technology systems that the world depends on every day. We strive to build a more equitable, inclusive world for our employees, customers and communities.
The Role
Role Purpose: Ensure the continuity and quality of the SD‑WAN service by managing the full change and incident cycle in a standardized manner (ITIL), coordinating technical teams and vendors, and maintaining clear communication with the business.
Key Responsibilities
* Incident Management (L2):
o Reception, categorization, and prioritization (P1–P4) of SD‑WAN incidents.
o Initial diagnosis (triage), event correlation, and escalation to the NOC/L3 or vendor when appropriate.
o Coordination of the technical bridge (war room) on P1/P2 under supervision of a senior Incident Manager.
o End‑to‑end monitoring, hourly/milestone‑based communication to stakeholders, and closure with a preliminary RCA.
* Change Management (Operational CAB):
o Preparation and review of standard low/medium‑risk RFCs (technical template, plan, backout, window).
o Validation of impacts (routing, QoS, segmentation/VRF, critical app SLAs) and maintenance windows.
o Coordination with vendors/operators and network/security teams for controlled execution.
o Post‑change verification (health tests, KPIs, rollback if applicable) and documentation.
* Quality and Improvement:
o CMDB/template updates, lessons learned, and post‑incident action tracking.
o Proposal for standard/recurring changes to reduce MTTR and change failures.
* Governance and Reporting:
o Generation of weekly/monthly metrics and participation in CAB/OPR reviews.
Technologies
ITSM tools: ServiceNow / Jira Service Management / Remedy (incidents, problems, changes). SD‑WAN controllers: vManage / FortiManager / Versa Director / Aruba Central. Documentation: Confluence/SharePoint, CMDB.
Key Performance Indicators (KPIs)
* Changes: Success without impact ≥ 95% for standard/normal low/medium risk changes;
failures per change <
2%.
* Quality: Documentation within 24 hours;
CMDB updated promptly.
Who You Are
Required Skills: Intermediate level network operations.
Baseline networking: Static BGP/OSPF, VRF/segmentation, QoS, NAT, IPsec/DTLS, preferential routes, fallback.
Observability: Dashboard readings (latency/jitter/loss), syslog/NetFlow, alarms, and site health checks.
Integrations: SD‑WAN with firewalls (Palo Alto/FTNT), proxies, DNS/DHCP, connectivity to DC/Cloud.
Experience: 1.5–3 years in network operations or NOC, with at least 6–12 months in SD‑WAN or change/incident management.
Preferred Skills: SD‑WAN technologies (Cisco SD‑WAN/Viptela or Meraki SD‑WAN, Fortinet Secure SD‑WAN, Aruba/HP, Versa, etc.). Knowledge of policies, TLOC/overlays, BFD, SLA classes, App‑aware routing.
Education: Vocational Training/Degree in Telecommunications/IT or equivalent.
Soft Skills: Clear communication with business and technical staff;
time management;
multitasking;
document organization and discipline;
teamwork with vendors/operators;
continuous improvement attitude.
Typical Role Tasks
* Prepare and execute a standard change: site setup with approved template, nightly window, connectivity and QoS testing, route verification, rollback plan.
* Analyze a failed change: record lessons learned, adjust checklists, propose standardization.
What You Can Expect
This role is ideal for a graduate or intern to kickstart a career. You will contribute to the business from day one, gain access to learning opportunities, collaborate with global teams, and participate in community activities in a dynamic, startup‑like atmosphere.
Diversity & Inclusion
Kyndryl welcomes people of all cultures, backgrounds, and experiences. Our inclusion networks provide support and foster an equitable workplace where everyone can bring their whole selves to work.
Additional Information
Get referred: If you know someone who works at Kyndryl, select ‘Employee Referral’ during the application process and enter your contact’s Kyndryl email address.
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