Major Incident Management - Support Engineer

Bounteous x Accolite is a premier end-to-end digital transformation consultancy dedicated to partnering with ambitious brands to create digital solutions for today’s complex challenges and tomorrow’s opportunities. With uncompromising standards for technical and domain expertise, we deliver innovative and strategic solutions in Strategy, Analytics, Digital Engineering, Cloud, Data & AI, Experience Design, and Marketing.

Our Co-Innovation methodology is a unique engagement model designed to align interests and accelerate value creation. Our clients worldwide benefit from the skills and expertise of over 4,000+ expert team members across the Americas, APAC, and EMEA. By partnering with leading technology providers, we craft transformative digital experiences that enhance customer engagement and drive business success.

Information Security Responsibilities

• Awareness on information security measures such as acceptable use of information assets, malware protection, password security
• Understand and report security risks and how they impact the confidentiality, integrity, and availability of information assets
• Understand how data is stored, processed, or transmitted from a Data privacy and protection standpoint

Role and Responsibilities

• Manage and communicate all major incidents to appropriate stakeholders in a timely fashion
• Oversee technical and operational escalations, leadership, and resolution by working with Service Delivery Managers, Managed Services Engineers, and client staff
• Ensure process activities associated with major incident identification, logging, and categorization are complete and effective input to Problem Management and RCA activities
• Develop schedule and participate in on-call 7 x 24 rotation for major incident management coverage
• Provide ad hoc one-on-one MIM training to process users to ensure documentation is updated with complete explanations of resolutions and corrective actions taken, and that work is effectively prioritized and managed within SLA
• Analyze the performance of Incident Management; identify opportunities for continuous improvement
• Align support efforts with standard Service Level Agreement (SLA) reports and internal KPI reporting for each Managed Service client
• Make recommendations for incident resolutions to include in Knowledge Management Database (KMDB)
• Provide support to Managed Services and connecting points to other ITIL processes – coordination, reporting, audits, improvements
• Facilitate chronic issue management and resolution; provide resolutions and root cause analyses

Preferred Qualifications

• BS/BA degree or equivalent experience preferred
•  5+ years of hands-on experience in a Managed Services environment providing ITIL process coordination and support
• Fluent knowledge of ITIL processes, including incident, problem, change, service request, and knowledge management
• Excellent oral and written communication skills; the ability to understand, create, and update information from written or verbal communications
• A collaborative spirit: the ability to partner closely with Service Delivery Managers, process managers, technical support teams, and customers as needed

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Research shows that women and other underrepresented groups apply only if they meet 100% of the criteria of a job posting. If you have passion and intelligence, and possess a technical knack (even if you’re missing some of the above), we encourage you to apply.

Bounteous x Accolite is focused on promoting an inclusive environment and is proud to be an equal opportunity employer. We celebrate the different viewpoints and experiences our diverse group of team members bring to Bounteous x Accolite. Bounteous x Accolite does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status, or any other status protected under federal, state, or local law.

In addition, you have the opportunity to participate in several Team Member Networks, sometimes referred to as employee resource groups (ERGs), that host space with individuals with shared identities, interests, and passions. Our Team Member Networks celebrate communities of color, life as a working parent or caregiver, the 2SLGBTQIA+ community, wellbeing, and more. Regardless of your respective identity, there are various avenues we involve team members in the Bounteous x Accolite community.

Bounteous x Accolite is willing to sponsor eligible candidates for employment visas.