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Incident Manager

Job Title
Incident Manager
Job ID
Detroit,  MI
Other Location

Incident Manager-Description

Manager is looking for candidates with Incident Management experience...not just help desk analysts. The Incident Management Analyst will coordinate and communicate all major incidents.

Job Description:

  • Ensure incidents are escalated and facilitated to enable efficient and timely service restorations
  • Communicate with all levels of management regarding Priority 1 and Priority 2 incidents
  • Support rotating on-call support for Priority 1/2 (24x7)
  • Perform initial Priority assessments and mediate Priority assessment disputes.
  • Facilitate the restoration of service.
  • Facilitate discussions and identify resulting action items.
  • Ensure the correct technical staff is working on an incident
  • Escalate issues during the issue resolution
  • Facilitate and support lessons learned reviews
  • Assist with enhancements of incident process documentation & incident reports
  • Assist in measuring and improving, information and experience within incident management
  • Ensure strong, clear and effective communication across all release stakeholders
  • Ensure standards, tools and best practices are implemented
  • Educate community about Incident Management services
  • Completes ad-hoc and ongoing projects on an as-needed basis


  • Education level: Bachelor’s degree or equivalent work experience
  • ITIL V3 Foundation experience.
  • Certification and working knowledge preferred.
  • Experience with ServiceNow a plus

      Total years and type of prior related experience:

  • 2 + years related help desk or BA experience
  • Ability to multi-task in a fast-paced environment while prioritizing work items appropriately.

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