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

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