Major Incident Manager

3 weeks ago


Chennai, Tamil Nadu, India Bounteous Full time

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.

Job Opening : Senior ITIL(Incident/Change/Problem) Engineer

Job Location: CHENNAI ONLY / NO REMOTE OR WFH (MUST: Should be flexible to commute to office on a regular basis. May not expect remote or hybrid as of now.

Should be flexible to work on a rotational shift 24/7 )

Duration: Fulltime

Role and Responsibilities:

  • 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.

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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