Job Description

STRATEGIC STAFFING SOLUTIONS (S3) HAS AN OPENING!

Strategic Staffing Solutions is currently looking for an Incident Manager for a contract opportunity with one of our largest clients located in Detroit, MI!

Title: Incident Manager
Location: Detroit, MI (Hybrid, Onsite T/W/Th)
Duration: 12+ Months
Role Type: W2 Contract Engagement

Responsibilities:

Incident Management/Major Incident Management (Primary responsibility)

• 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

Event Management (secondary responsibility)

• Use EM tools to improve detection and response times to incidents
• Reduce downtime by proactively detecting performance anomalies before they become a widespread system-down incident
• Recognize the need for additional alarms or modified alarm thresholds based on past incidents

Problem Management (secondary responsibility)

• Detect that a problem exists – i.e. repeat incidents of the same type
• Log the problem and assemble a team to work the problem
• Log a known error and any workaround
• Facilitate the technical team as they resolve the problem
• Document the problem resolution and ensure any KB articles are updated

Metrics

• Maintain key performance metrics
• MTTR (mean time to restore)
• MTTK (mean time to know)
• Incidents with defective or non-existent alarms
• Mean Time to Detect/Know
• Unplanned Outage count and duration
• Planned Outage count and duration
• Incident counts by Portfolio

*Beware of scams. S3 never asks for money during its onboarding process