Information Technology

Incident Manager


Strategic Staffing Solutions


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

Title: Incident Manager

Location: Detroit, MI

Duration: 12+ Months

Role Type: W2 contract engagement      

Engagement Description

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

Key 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

The S3 Difference

The global mission of S3 is to build trusting relationships and deliver solutions that positively impact our customers, our consultants, and our communities.  The four pillars of our company are to:

  • Set the bar high for what a company should do
  • Create jobs
  • Offer people an opportunity to succeed and change their station in life
  • Improve the communities where we live and work through volunteering and charitable giving

As an S3 employee, you’re eligible for a full benefits package that may include:

  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • 401(k) Plan
  • Vacation Package
  • Life & Disability Insurance Plans
  • Flexible Spending Accounts
  • Tuition Reimbursement

Job ID: JOB-203583
Publish Date: 24 Jun 2022

Tagged as: Incident Manager