Senior ITIL(Incident/Change/Problem) 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.

The act of hiring is not simply to up the headcount or to fill a seat quickly. When we hire at Bounteous, it’s to add to our interpersonal dynamics and choose the right person to impact, collaborate, commit, inspire, and grow alongside our tenured teams. Bounteous boasts a long-standing track record of ideating, innovating, and implementing award-winning solutions and driving best-in-class results. Our success starts with hiring the right people, in the right roles, at the right time to strategize, analyze, design, engineer, and market for some of the world’s biggest brands. 

Information Security Responsibilities

• Promote and enforce awareness of key information security practices, including acceptable use of information assets, malware protection, and password security protocols
• Identify, assess, and report security risks, focusing on how these risks impact the confidentiality, integrity, and availability of information assets
• Understand and evaluate how data is stored, processed, or transmitted, ensuring compliance with data privacy and protection standards (GDPR, CCPA, etc.)
• Ensure data protection measures are integrated throughout the information lifecycle to safeguard sensitive information

Role and Responsibilities

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• Lead the lifecycle of Managed Services major incidents while focusing on restoration of normal service operation as quickly as possible while minimizing adverse impact on business operations caused by an incident
• 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
• Drive resources to effectively triage and identify steps to restore service for P1/P2 incidents 
• 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
• Perform the role of Major Incident Manager during P1/P2 incidents, including assigning roles as a scribe, preparing status reports, etc. 
• 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
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Preferred Qualifications

• ITIL V3/4 Foundation certification; advanced certifications a plus
• 5+ years of hands-on experience in a Managed Services environment providing ITIL process coordination and support
• 1-3+ years of experience in the role of Major Incident Lead or Manager 
• Fluent knowledge of ITIL processes, including incident, problem, change, service request, and knowledge management
• Strong leadership skills; the ability to motivate teams to complete work meeting SLA requirements
• A confident presence; the ability to effectively lead a technical bridge in a high-pressure environment, with a strong sense of urgency to resolve major customer impact 
• 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
• BS/BA degree or equivalent experience preferred

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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 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. Bounteous 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 community.

Bounteous is willing to sponsor eligible candidates for employment visas.

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