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

Responsável por gerenciar e aprimorar continuamente as operações, monitorando
problemas, anomalias e iniciativas de melhoria, além de garantir o cumprimento
de prazos, SLAs e indicadores de desempenho. A função exige sólida capacidade
analítica, mentalidade orientada a processos e estreita colaboração com equipes
técnicas, partes interessadas do negócio e fornecedores externos, assegurando a
governança, a qualidade e a rastreabilidade das entregas.

KEY RESPONSIBILITIES

* Gerenciar e aprimorar operações monitorando problemas, anomalias e
iniciativas de melhoria;

* Garantir o cumprimento de prazos, SLAs e KPIs operacionais;

* Identificar causas raiz e desenvolver soluções eficazes;

* Apoiar a tomada de decisões com base em dados, relatórios e métricas de
desempenho;

* Assegurar a governança de demandas e o alinhamento entre equipes técnicas,
áreas de negócio e fornecedores;

* Levantar, compreender e analisar necessidades operacionais;

* Gerenciar e priorizar o backlog de problemas, anomalias e iniciativas de
melhoria;

* Orquestrar e acompanhar atividades, garantindo a entrega dentro dos padrões
definidos;

* Conduzir e apoiar análises de causa raiz (Ishikawa, 5 Porquês, Pareto, MASP,
Brainstorming);

* Elaborar propostas de solução estruturadas, incluindo ações, cronogramas e
benefícios esperados;

* Atuar como ponto focal entre equipes internas e fornecedores externos;

* Liderar reuniões operacionais e de acompanhamento;

* Identificar oportunidades de otimização de processos e serviços;

* Apoiar iniciativas de gestão de mudanças;

* Criar e manter procedimentos operacionais e documentação de processos;

* Desenvolver e atualizar dashboards e relatórios gerenciais (Power BI,
Spotfire ou ferramentas similares);

* Elaborar relatórios gerenciais abrangendo desempenho, disponibilidade,
incidentes e oportunidades de melhoria;

* Garantir a rastreabilidade de demandas e o controle das entregas;

* Elaborar e apresentar relatórios mensais consolidados com KPIs, riscos e
oportunidades de melhoria;

* Garantir a qualidade das entregas, incluindo revisões e ajustes com base na
validação do cliente;

* Atender demandas priorizadas conforme critérios e diretrizes estabelecidos.

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

* Formação Superior completa na área de Tecnologia da Informação, Administração
ou Engenharia;

* Experiência mínima de 3 anos em gestão de operações, indicadores e melhoria
de processos;

* Experiência com gestão de operações, indicadores operacionais (SLAs, backlog,
tempo de resposta, etc), melhoria de processos, análises de desempenho,
produtividade e qualidade;

* Conhecimento sólido em Excel, Power BI ou outras ferramentas de análise de
dados;

* Análise de causa raiz;

* Boa comunicação, organização e visão crítica de processos;

*  Conhecimento em ferramentas de ITSM;

* Conhecimento em ITIL, processos de gestão de incidentes e problemas;

* Familiaridade com metodologias de melhoria contínua (Lean, Kaizen, PDCA,
entre outras);

*  Vivência com metodologias ágeis;

* Disponibilidade para atuação em horário comercial (5x2);

* Local de atuação: Rio de Janeiro/RJ (100% presencial);

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.