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
Key Responsibilities
1) Incident Management and Dispatching (AMS / Dispatcher)
- Receive, log, and classify incidents and service requests within the AMS service related to the assigned SAP module (MM or FI or SD).
- Perform initial triage to identify incident type, affected process, business impact, and priority.
- Resolve Level 1 and selected Level 2 functional incidents within the defined scope.
- Correctly route and escalate incidents requiring specialized support to the appropriate resolver groups (senior functional consultants, ABAP, BASIS, interfaces, security, etc.).
- Ensure tickets contain complete and high‑quality information prior to escalation (clear description, transactions, documents, evidence).
- Actively track the full ticket lifecycle, ensuring timely updates, correct ownership, and SLA compliance.
2) Functional Analysis and Process Validation
- Perform functional analysis of processes related to the assigned module:
- MM: purchasing, requisitions, purchase orders, goods receipts, logistics invoices.
- FI: general ledger, accounts payable/receivable, accounting documents, reconciliations.
- SD: sales orders, deliveries, billing, pricing.
- Identify whether incidents are operational, configuration, data‑related, or process‑driven.
- Execute and coordinate functional testing to validate fixes or implemented solutions.
- Document analyses, root causes, and implemented solutions for future reference.
3) Coordination within the SAP Ecosystem
- Act as an operational control point between end users, Service Desk, and SAP support teams.
- Coordinate with senior consultants and technical teams to ensure proper ticket assignment and resolution.
- Participate in operational follow‑up meetings and incident review sessions.
- Apply AMS governance, escalation, and change control guidelines.
4) Documentation and Operational Compliance
- Maintain up‑to‑date operational documentation: escalation flows, dispatching criteria, incident categorization, and functional guides.
- Support the preparation of operational reports (ticket volumes, resolution times, backlog, trends).
- Record recurring solutions and incident patterns in the AMS knowledge base.
- Support audits and internal reviews by providing service evidence and operational metrics.
5) Test, Change, and Release Support
- Actively participate in SIT/UAT functional testing, validating processes for the assigned module.
- Provide support during release cycles, prioritizing and routing post‑production incidents.
- Support stabilization phases, ensuring operational continuity.
6) Continuous Improvement within the AMS Model
- Identify improvement opportunities in incident classification, prioritization, and routing.
- Propose operational adjustments to reduce resolution times and rework.
- Collaborate in standardization, documentation, and AMS Service Desk optimization initiatives.
- Support knowledge transfer activities for more junior team members.
Who You Are
Required Technical Knowledge
- Functional experience in one of the following SAP modules:
- End‑to‑end process knowledge of the assigned module.
- Hands‑on experience with SAP standard transactions and document analysis.
- Experience with SAP ECC and/or S/4HANA.
- Experience using ticket management tools (ServiceNow, Remedy, Jira, or similar).
- Practical knowledge of ITIL and AMS operating models.
Soft Skills
- Strong functional analysis and operational decision‑making skills.
- Clear communication with users, Service Desk, and technical teams.
- High level of organization and service control.
- SLA‑driven, quality‑oriented mindset.
- Collaborative attitude and continuous improvement focus.
- Effective time management and ability to handle multiple incidents.
Education and Certifications
- Bachelor's degree in systems engineering, computer science, administration, accounting, or a related field.
- Functional training in SAP MM, FI, or SD (according to assigned module).
- ITIL or SAP certification (desirable).
Experience
- 3 to 5 years of experience in SAP functional support within an AMS model.
- Prior experience in dispatcher, control desk, or advanced Level 1 support roles.
- Participation in productive support, operational stabilization, or AMS transitions.
Work Model
- Availability to support maintenance windows and release activities.
- Continuous interaction with end users and multidisciplinary SAP teams.
- Remote or hybrid work model, depending on the AMS service setup.
Language
- Spanish - 100%
- Basic to intermediate technical English (ticket handling and documentation).
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.
