Incident Manager Associate

3 weeks ago

Hamtramck, United States Strategic Staffing Solutions Full time
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

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