[Hiring] Operations and Monitoring Analyst @Kyndryl

Role Description

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

• 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.
• 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.
• 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.
• 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.
• 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.
• Continuous Improvement:
  • Identify error patterns and opportunities for automation or standardization of repetitive tasks; promote lessons learned and process‑chain hardening.

Qualifications

• Required Technical Knowledge:
  • Experience operating Control‑M (BMC) for executing and monitoring jobs and process chains (Java and SAP), including dependency handling, calendars, alerts, and SLA compliance.
  • Familiarity with Salesforce, Tandem, and OmniPayment (or equivalent platforms), availability metrics, and transactional processing behavior.
  • Proficiency with CommVault Simpana and Veeam Backup & Replication, including integrity validation and periodic recovery testing.
  • Use of ServiceNow or another ITSM tool for ticket logging, prioritization, escalation, and documentation‑based closure.
  • Basic Linux/Unix knowledge, including commands, navigation, and log review.
  • 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.