Who We Are
At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our 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):
Reception, categorization, and prioritization (P1–P4) of SD-WAN incidents.
Initial diagnosis (triage), event correlation, and escalation to the NOC/L3 or vendor when appropriate.
Coordination of the technical bridge (war room) on P1/P2 under the supervision of a senior Incident Manager.
End-to-end monitoring, hourly/milestone-based communication to stakeholders, and closure with a preliminary RCA.
Change Management (Operational CAB):
Preparation and review of standard and standard low/medium-risk RFCs (technical template, plan, backout, window).
Validation of impacts (routing, QoS, segmentation/VRF, critical app SLAs) and maintenance windows.
Coordination with vendors/operators and network/security teams for controlled execution.
Post-change verification (health tests, KPIs, rollback if applicable) and documentation.
Quality and Improvement:
CMDB/template updates, lessons learned, and post-incident action tracking.
Proposal for standard/recurring changes to reduce MTTR and change failures.
Governance and Reporting:
Generation of weekly/monthly metrics and participation in CAB/OPR reviews.
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
Who You Are
Required Skills:
Expected technical scope (intermediate level)
Baseline networking : Static BGP/OSPF, VRF/segmentation, QoS, NAT, IPsec/DTLS, preferential routes, and 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, and connectivity to DC/Cloud.
Experience and Training
Experience: 1.5–3 years in network operations or NOC, with at least 6–12 months in SD-WAN or change/incident management.
Prefered Skills:
SD-WAN technologies (practical knowledge): Cisco SD-WAN/Viptela or Meraki SD-WAN, Fortinet Secure SD-WAN, Aruba/HP, Versa, or other equivalent technologies (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 and multitasking.
Document organization and discipline ; process and detail-oriented.
Teamwork with vendors/operators; continuous improvement attitude.
Examples of Typical Role Tasks
Prepare and execute a standard change: site setup with approved template, nightly window, connectivity and QoS testing, route verification, and rollback plan.
Analyze a failed change: record lessons learned, adjust checklists, and propose standardization.
Being You
Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.
What You Can Expect
As a graduate or an intern, Kyndryl is a great place to kickstart your career. You will contribute to our business from day one and get access to some incredible learning opportunities to build your skills for your future. You’ll also collaborate with integral teams, take advantage of mentorship opportunities and get involved in volunteer community activities – all in a dynamic, start up atmosphere, filled with industry experts.
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.