Analista de Suporte à Gestão e Melhoria Contínua da Operação

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

Responsible for managing and continuously improving operations by monitoring problems, anomalies, and improvement initiatives, ensuring compliance with deadlines, SLAs, and performance indicators. This role requires strong analytical skills, process-oriented thinking, and close collaboration with technical teams, business stakeholders, and external vendors, ensuring governance, quality, and traceability of deliverables.

Key Responsibilities

Manage and enhance operations by monitoring problems, anomalies, and improvement initiatives;

Ensure compliance with deadlines, SLAs, and operational KPIs;

Identify root causes and develop effective solutions;

Support decision-making based on data, reports, and performance metrics;

Ensure demand governance and alignment across technical teams, business areas, and vendors;

Gather, understand, and analyze operational needs;

Manage and prioritize the backlog of problems, anomalies, and improvement initiatives;

Orchestrate and track activities, ensuring delivery within defined standards;

Conduct and support root cause analysis (Ishikawa, 5 Whys, Pareto, MASP, Brainstorming);

Develop structured solution proposals, including actions, timelines, and expected benefits;

Act as the main point of contact between internal teams and external vendors;

Lead operational and follow-up meetings;

Identify opportunities for process and service optimization;

Support change management initiatives;

Create and maintain operational procedures and process documentation;

Develop and update dashboards and management reports (Power BI, Spotfire, or similar tools);

Prepare management reports covering performance, availability, incidents, and improvement opportunities;

Ensure traceability of demands and control over deliverables;

Prepare and present consolidated monthly reports with KPIs, risks, and improvement opportunities;

Ensure quality of deliverables, including reviews and adjustments based on client validation;

Address prioritized demands according to defined criteria and guidelines.

Your Future at Kyndryl As an IT Strategy Consultant at Kyndryl you will join the Kyndryl Consultant Profession, working with other Kyndryl Consultants, Architects, Project Managers, and cross-functional Technical Subject Matter Experts. Whether you want to lead multi-disciplined teams as a Senior Strategy Consultant or delve into transforming Fortune 500 companies as a Strategy and Transformation Consultant – you’ll have access to unlimited opportunities with Kyndryl.

Who You Are

You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.

Required Skills and Experience

Bachelor’s degree in Information Technology, Business Administration or Engineering.

Experience in:

Operations management; Operational indicators (SLAs, backlog, response time, etc.); Continuous process improvement; Performance, productivity, and quality analysis;

Proven experience in root cause analysis;

Advanced knowledge of Excel and BI tools (Power BI or similar);

Strong communication, organizational skills, and critical process thinking;

Analytical mindset and data-driven approach;

Systems thinking with a focus on continuous improvement;

Strong prioritization and organizational skills;

Ability to communicate and collaborate across teams;

Proactivity and sense of ownership.

Availability to work during standard business hours (Monday to Friday, 5x2);

Work location: Rio de Janeiro/RJ (100% on-site).

Preferred Skills and Experience

Knowledge of ITIL (incident and problem management);

Familiarity with continuous improvement methodologies (Lean, Kaizen, PDCA);

Experience with Agile methodologies.

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.