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
Job ID: JOB-238429
Publish Date: 28 Oct 2024