STRATEGIC STAFFING SOLUTIONS (S3) HAS AN OPENING!
Title: Incident Manager Associate
Location: Detroit, MI (Must be onsite 3 days per week)
Duration: 18+ Months
Role Type: W2 potential for contract to hire
NOTE: Incident Management is not required, but a plus. Looking for someone with at least 1-2 yrs IT experience and eager to learn.
Job Description:
• Identify an Incident has/is occurring and respond accordingly
• Utilize KB articles, incident logs, etc. to quickly determine next steps
• Engage the appropriate resources needed to contain the incident
• Establish a communication bridge for resources to collaborate
• Send out communication to appropriate audience at regular intervals during the incident
• Log all activities that occur during the incident
• Moderate the communication bridge to keep the team focused on containment – minimizing mean time to restore (MTTR)
• Escalate to management as needed
Primary Responsibilities:
•
Incident Identification and Response: Monitor systems to identify ongoing incidents and respond promptly.
•
Utilize Resources: Leverage knowledge base articles and incident logs to determine the best course of action.
•
Resource Engagement: Collaborate with team members to gather the necessary resources for effective incident containment.
•
Communication Facilitation: Establish and maintain communication channels for team collaboration during incidents.
•
Regular Updates: Provide timely updates to relevant stakeholders throughout the incident lifecycle.
•
Activity Logging: Document all actions taken during incidents for future reference and analysis.
•
Moderation: Keep communication focused on incident containment to minimize the mean time to restore (MTTR).
•
Escalation: Alert management when necessary to ensure swift incident resolution.
Secondary Responsibilities:
•
Event Management: Utilize event management tools to enhance detection and response times for incidents, aiming to proactively identify performance issues.
•
Anomaly Detection: Recognize patterns that indicate potential system problems and recommend adjustments to alarm thresholds.
•
Problem Management: Identify recurring incidents, document them, and assemble teams to address underlying issues.
•
Documentation: Record known errors and workarounds, facilitating the technical team's efforts to resolve problems.
•
Knowledge Base Updates: Ensure that all resolutions and related documentation are reflected in knowledge base articles.
Requirements:
• An Associate's Degree in Computer Science or a related IT certification
• 1-3 years minimum of IT experience
• 1-3 years experience with Microsoft Office
• IT Project Knowledge
• Good communication skills; troubleshooting and ability to follow aligned processes
Metrics:
• Assist in maintaining key performance metrics, including:
• Mean Time to Restore (MTTR)
• Mean Time to Know (MTTK)
• Incident counts and duration
• Evaluation of alarm effectiveness
Additional Information:
• This position is a potential contract-to-hire role.
• Candidates must be local to Detroit, MI, and will be required to work onsite three days a week.
This entry-level role is ideal for individuals looking to gain experience in incident management and IT operations within a supportive team environment.
*Beware of scams. S3 never asks for money during its onboarding process
