Account Technical Manager

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

This position is for L3 O365 and AD administration.

As an Account Technical Services Professional, you will be a key part of the seamless operation of highly critical IT systems. At Kyndryl, we're not just solving technical puzzles – we're transforming the way businesses thrive in the digital age.

In this role, you'll be crucial in ensuring our customers' IT environments meet their every business need. You won't just offer support; you'll orchestrate system setup and installation, ensuring all components are working appropriately. When issues arise, you'll be there, ready to troubleshoot and resolve them with a swift and expert hand.

You will be the catalyst for improved business performance – diagnosing issues and offering technical solutions. You'll be the one responding to tickets, meeting SLAs with a sense of urgency, and ensuring systems are patched and compliant. Your expertise will reshape business processes and operations, introducing best practices that elevate our customers to new heights.

Your guidance will be essential, mentoring and assisting your team members, ensuring everyone is equipped with the knowledge and skills to excel. It's not just about solving problems; it's about ensuring that the technical solutions we provide align perfectly with our customers’ unique needs.

As an Account Technical Services Professional, you will have the opportunity to collaborate closely with our customers, Kyndryl’s expert technical teams, and our esteemed Alliance partners. Together, we'll shape the future of IT services, pushing the boundaries of what's possible.

If you're ready to be a part of a team that thrives on challenge, innovation, and delivering exceptional service – Kyndryl is the place for you.

Job Description:

• Advanced Technical Support: Provide L3-level technical support for Office 365 (O365) and Active Directory (AD) issues, including troubleshooting complex incidents related to email, user authentication, permissions, and synchronization.

• Incident Management & Escalation: Act as the escalation point for O365 and AD issues raised by the L1 and L2 support teams. Ensure timely resolution of critical incidents, minimizing downtime and ensuring adherence to SLAs.

• System Administration: Manage and maintain Active Directory environments, including user and group management, domain controllers, group policies, and directory services. Oversee O365 tenant management, including Exchange Online, Teams, SharePoint, OneDrive, and other cloud-based services.

• User & Permissions Management: Troubleshoot and resolve user authentication issues, password resets, account lockouts, permissions, and access control problems across O365 and Active Directory. Ensure proper group membership, role assignments, and security compliance.

• O365 Management & Optimization: Oversee O365 configuration, integrations, and troubleshooting across all services (Exchange Online, SharePoint, OneDrive, Teams, etc.). Ensure proper functioning of collaboration tools, email flow, and security configurations.

• Security & Compliance: Collaborate with the security team to ensure compliance with organizational and industry standards. Assist with implementing security best practices related to Active Directory and O365, such as multi-factor authentication (MFA), conditional access policies, and security audits.

• Automation & Scripting: Develop and implement PowerShell scripts or other automation tools to streamline administration tasks, user management, and reporting for O365 and AD systems.

• Backup & Recovery: Ensure regular backups of critical O365 and AD systems and lead recovery efforts in case of system failure or data loss.

• Collaboration & Knowledge Sharing: Work closely with other IT teams, including security, infrastructure, and application teams, to troubleshoot complex issues. Share knowledge and provide guidance to L1/L2 support teams through documentation, training, and mentoring.

• Monitoring & Reporting: Implement monitoring solutions for O365 and AD environments, ensuring proactive detection of issues and bottlenecks. Provide regular reports on system performance, security events, and incident trends.

• Continuous Improvement: Participate in continuous improvement initiatives to optimize O365 and AD operations. Recommend and implement new technologies, upgrades, and enhancements to improve the service

Your Future at Kyndryl
Every position at Kyndryl offers a way forward to grow your career. As an expert in your respective domain, you have several career paths available to you. Whether you progress as an Architect or a Specialist – you can find your next opportunity here.

Who You Are

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 Technical & Professional Expertise ​

• Minimum of 8 years of experience in IT support or systems administration, with at least 6 years of experience focused on Office 365 and Active Directory in an L3 support role.

• Strong expertise in Office 365 administration and troubleshooting, including Exchange Online, Microsoft Teams, SharePoint, OneDrive, and other O365 applications.

• Deep understanding of Active Directory infrastructure, including domain controllers, DNS, Group Policies, AD FS, and user authentication methods.

• Experience with hybrid cloud environments and integrations between on-premises AD and Azure AD.

• Strong knowledge of PowerShell scripting for Active Directory and Office 365 automation.

• Familiarity with Microsoft security best practices, including conditional access, MFA, and security audits.

• Strong troubleshooting skills and the ability to diagnose and resolve complex technical issues in a timely manner.

• Experience with backup and disaster recovery procedures for O365 and AD.

• Excellent communication skills, with the ability to collaborate across teams and effectively support end-users

Preferred Technical & Professional Experience

• Bachelor’s degree in Computer Science, Information Technology, or related technical field

• Microsoft Certified: Azure Administrator Associate (AZ-104) or Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900) or equivalent certifications.

• Experience with Microsoft Endpoint Manager (Intune) for O365 and AD integration.

• Knowledge of security and compliance tools in O365, including DLP, eDiscovery, and Advanced Threat Protection (ATP).

• Familiarity with cloud-based identity and access management solutions, including Azure Active Directory.

• ITIL certification or experience working within an ITIL framework

Being You

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations.  At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

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.