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