Operations and Monitoring Analyst (AMS)

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 Ensure the stability, availability, and timeliness of batch and online processes, guaranteeing that Java application jobs and SAP chains run according to schedule, with proper evidence, traceability, and failure‑recovery procedures; maintain the monitoring of critical transactional systems and manage backups/restores in accordance with IT policies. Responsibilities 1) Daily Monitoring and Operations Operate and monitor automated workflows (jobs/chains) in Control‑M , including job initiation, tracking, dependencies, retries, and operational closures. Monitor the health of transactional systems (e.g., Tandem, OmniPayment ) and availability dashboards, activating established procedures in the event of degradation. Verify integrity and cycle times of Java jobs and SAP chains , documenting execution evidence. 2) Incident and Request Management (AMS) Log, classify, prioritize, and follow up on tickets in the corporate ITSM tool (e.g., ServiceNow ), ensuring timely escalation to resolver groups. Execute recovery playbooks, perform initial triage, apply containment actions, and communicate updates to stakeholders. Ensure SLA and service window compliance while maintaining end‑to‑end traceability. 3) Backup and Recovery Administer and validate backups and restorations using the designated platforms (e.g., CommVault Simpana , Veeam Backup & Replication ), in accordance with retention policies and periodic restore testing. 4) Support for Changes and Releases Support release and maintenance windows (night or weekend), ensuring the orderly execution of process chains and performing stability post‑checks. 5) Coordination and Communication Collaborate with multidisciplinary resolver teams (Java/ABAP development, integration, infrastructure, DBAs, networks, security) to ensure definitive resolution. Produce operational reports (failures, processing times, retries, MTTR/MTBF) and propose adjustments to schedules or dependencies. 6) Continuous Improvement Identify error patterns and opportunities for automation or standardization of repetitive tasks; promote lessons learned and process‑chain hardening. Who You Are Required Technical Knowledge Orchestration and Scheduling: Experience operating Control‑M (BMC) for executing and monitoring jobs and process chains (Java and SAP), including dependency handling, calendars, alerts, and SLA compliance. Monitoring of Critical Systems: Familiarity with Salesforce, Tandem, and OmniPayment (or equivalent platforms), availability metrics, and transactional processing behavior. Backups and Recovery: Proficiency with CommVault Simpana and Veeam Backup & Replication , including integrity validation and periodic recovery testing. Ticket Management: Use of ServiceNow or another ITSM tool for ticket logging, prioritization, escalation, and documentation‑based closure. Operating Systems: Basic Linux/Unix knowledge, including commands, navigation, and log review. Integrations and Interfaces: General understanding of interfaces with legacy systems and inter‑application dependencies, useful for diagnosing failures in process chains. Preferred: Experience in retail (especially Palacio de Hierro ) and prior exposure to AMS production operations. Soft Skills Effective communication and customer orientation, ensuring clear notifications, expectation management, and precise handovers. Strong problem‑solving skills under pressure, with sound judgment for escalation and documentation. Organization and self‑management , with the ability to handle multiple incidents and concurrent changes. Team collaboration , working effectively with technical and business teams while maintaining positive cross‑functional influence. Results‑driven mindset and commitment to continuous improvement . Education and Certifications Bachelor’s degree in Computer Science, Systems Engineering, IT, or a related field. Preferred certifications: ITIL/ITSM , Control‑M , or backup technologies. Experience Experience in operations and monitoring of critical systems (on‑prem or hybrid), incident management, and job/chain scheduling. Valuable experience in AMS , implementation or stabilization projects, and retail environments. Work Schedule and Availability 24/7 service , including on‑call rotation, shift rotation, and participation in maintenance/release windows outside standard working hours. Remote position . ​ Language Spanish 100% / Basic English. 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.