Manager - Incident Response (Site Reliability) BOT

Bounteous x Accolite makes the future faster for the world's most ambitious brands. Our services span Strategy, Analytics, Digital Engineering, Cloud, Data & AI, Experience Design, and Marketing. We are guided by Co-Innovation, our proven methodology of collaborative partnership.

Bounteous x Accolite brings together 5000+ employees spanning North America, APAC, and EMEA, and partnerships with leading technology providers. Through advanced digital engineering, technology solutions, and data-driven digital experiences, we create exceptional and efficient business impact and help our clients win. 

Founded in 2003 in Chicago, Bounteous is a leading digital experience consultancy that co-innovates with the world's most ambitious brands to create transformative digital experiences. With services in Strategy, Experience Design, Technology, Analytics and Insight, and Marketing, Bounteous elevates brand experiences through technology partnerships and drives superior client outcomes. For more information, please visit www.bounteous.com

Our India based Managed Services team is looking for a Lead Systems Engineer who can craft and maintain flexible systems that meet the needs of our clients, both internally and externally. You will help to support the operation of a market-leading eCommerce and Digital Presence infrastructure.

• Job Title: Incident Manager




• OveJob Title: Incident Manager
• Overview: The Incident Manager is responsible for owning the outcomes of the incident management process and leading a team of 24/7 site reliability engineers within the technology department. This role involves strategic oversight, resource management, and effective coordination of response efforts to minimize disruptions. The Incident Manager ensures continuous improvement of incident management processes, drives root cause analysis, and fosters communication among stakeholders.




Key Responsibilities:




• Leadership & Oversight: Provide strategic direction for the team, and meticulous oversight of the incident management process, ensuring smooth navigation through the incident life cycle.
• Resource Management: Allocate resources effectively, including personnel and tools, to address incidents promptly and provide the necessary 24/7 coverage.
• Develop and maintain:Oversee the development of automation scripts and tools to reduce manual intervention and improve system efficiency using our APM tools.
• Coordination & Communication: Coordinate with cross-functional teams, manage communication with stakeholders, and provide regular status updates.
• Decision-Making & Problem-Solving: Guide teams in making informed decisions and implementing solutions during incident responses. Leverage existing runbooks to minimize customer impact.
• Root Cause Analysis: Lead investigations to determine root causes and implement corrective actions to prevent recurrence.
• Continuous Improvement: Conduct post-incident reviews, analyze trends, and apply insights to enhance incident management processes.
• Documentation: Ensure comprehensive documentation of incidents and responses for future analysis and improvement.
• Essential Skills:
• The ideal candidate will have a strong background in cloud technologies and a proactive approach to identifying and resolving issues before they impact the business.
• Proficiency in using monitoring and alerting tools (e.g., New Relic, Datadog). 
• Ability to analyze and interpret alerts and logs to pinpoint the source of the issue.
• Ability to quickly identify and prioritize critical issues. 
• Experience with incident management processes and tools (e.g., PagerDuty ). 
• Strong problem-solving skills to diagnose and resolve system and application issues. 
• Proficiency in using diagnostic tools and techniques (e.g., logs analysis, tracing, profiling). 
• Strong working knowledge of operating systems (Linux/Windows) and system administration tasks. 
• Familiarity with key system components like CPU, memory, disk, and network. 
• Basic knowledge of database management and troubleshooting (e.g., MySQL, PostgreSQL, MS-SQL). 
• Experience with managing cloud resources and troubleshooting cloud-specific issues. 
• Clear and concise communication skills to convey the status and impact of the outage to stakeholders. 
• Ability to coordinate effectively with different teams (e.g., development, operations, support). 
• Ability to remain calm and focused under pressure. 
• Effective time management to handle multiple tasks and prioritize urgent issues. 
• Ability to document the incident, including steps taken to diagnose and resolve the issue. 
•  rview: The Incident Manager is responsible for owning the outcomes of the incident management process and leading a team of 24/7 site reliability engineers within the technology department. This role involves strategic oversight, resource management, and effective coordination of response efforts to minimize disruptions. The Incident Manager ensures continuous improvement of incident management processes, drives root cause analysis, and fosters communication among stakeholders.




Key Responsibilities:




• Leadership & Oversight: Provide strategic direction for the team, and meticulous oversight of the incident management process, ensuring smooth navigation through the incident life cycle.
• Resource Management: Allocate resources effectively, including personnel and tools, to address incidents promptly and provide the necessary 24/7 coverage.
• Develop and maintain:Oversee the development of automation scripts and tools to reduce manual intervention and improve system efficiency using our APM tools.
• Coordination & Communication: Coordinate with cross-functional teams, manage communication with stakeholders, and provide regular status updates.
• Decision-Making & Problem-Solving: Guide teams in making informed decisions and implementing solutions during incident responses. Leverage existing runbooks to minimize customer impact.
• Root Cause Analysis: Lead investigations to determine root causes and implement corrective actions to prevent recurrence.
• Continuous Improvement: Conduct post-incident reviews, analyze trends, and apply insights to enhance incident management processes.
• Documentation: Ensure comprehensive documentation of incidents and responses for future analysis and improvement.
• Essential Skills:
• The ideal candidate will have a strong background in cloud technologies and a proactive approach to identifying and resolving issues before they impact the business.
• Proficiency in using monitoring and alerting tools (e.g., New Relic, Datadog). 
• Ability to analyze and interpret alerts and logs to pinpoint the source of the issue.
• Ability to quickly identify and prioritize critical issues. 
• Experience with incident management processes and tools (e.g., PagerDuty ). 
• Strong problem-solving skills to diagnose and resolve system and application issues. 
• Proficiency in using diagnostic tools and techniques (e.g., logs analysis, tracing, profiling). 
• Strong working knowledge of operating systems (Linux/Windows) and system administration tasks. 
• Familiarity with key system components like CPU, memory, disk, and network. 
• Basic knowledge of database management and troubleshooting (e.g., MySQL, PostgreSQL, MS-SQL). 
• Experience with managing cloud resources and troubleshooting cloud-specific issues. 
• Clear and concise communication skills to convey the status and impact of the outage to stakeholders. 
• Ability to coordinate effectively with different teams (e.g., development, operations, support). 
• Ability to remain calm and focused under pressure. 
• Effective time management to handle multiple tasks and prioritize urgent issues. 
• Ability to document the incident, including steps taken to diagnose and resolve the issue. 

We invite you to stay connected with us by subscribing to our monthly job openings alert here.

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.