Operations and Monitoring Analyst (AMS) at Kyndryl · Mexico…

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

To ensure the stability, availability, and timeliness of batch and online processes, guaranteeing that Java application jobs and SAP job chains run according to schedule, with proper evidence, traceability, and failure recovery; to maintain monitoring of critical transactional systems and manage backups and 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: Operation of Control‑M (BMC) for jobs and chains (Java and SAP), including dependencies, calendars, alerts, and SLAs.
• Critical systems monitoring: Familiarity with Salesforce, Tandem, and OmniPayment (or equivalent platforms), including availability and transactional processing metrics.
• Backups and restores: CommVault Simpana and Veeam Backup & Replication; integrity validations and recovery testing.
• Ticket management: ServiceNow or other ITSM tools (logging, prioritization, escalation, and closure with evidence).
• Operating systems: Basic knowledge of Linux/Unix (commands, navigation, log analysis).
• Integrations / interfaces: Understanding of interfaces with legacy systems and application dependencies (useful for chain failure analysis).
• Preferred: Retail experience / El Palacio de Hierro exposure; experience working in production AMS environments.

Soft Skills

• Effective communication and user orientation (clear notifications, expectation management, accurate handovers).
• Problem analysis and resolution under pressure; sound judgment for escalation and documentation.
• Organization and self‑management; ability to handle multiple concurrent incidents and changes.
• Collaborative mindset and cross‑functional influence with technical and business teams.
• Results‑oriented approach and continuous improvement focus.

Education and Certifications

• Bachelor’s degree or Engineering degree in Systems, Computer Science, Information Technology, or related fields.
• Preferred: ITIL/ITSM, Control‑M, or backup operations certifications.

Experience

• Previous experience in operations and monitoring of critical systems (on‑premises or hybrid), incident management, and job/chain scheduling.
• Valued: Participation in AMS and implementation or stabilization projects; experience in the retail industry.

Work Schedule and Availability

• 24/7 service, including on‑call duties, shift rotation, and release windows on weekends or outside business hours, according to the operational calendar.
• Remote work modality.

Language

• Spanish: 100%
• English: Basic

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.