Critical Situation Manager Role

Major Incident Management and Incident/Problem/Change Management

Brief Description:

CoffeeTree Group is seeking advanced manufacturing experience in the Detroit, MI area to manage major incidents that arise on the plant floor. Crucial skills include incident management, communication, and continuous improvement to an organization’s infrastructure.

Duties and Responsibilities Include:

ASSIGNMENT

Responsible for managing major incidents within their scope. This role is crucial for ensuring effective incident management, communication, and continuous improvement within the organization's infrastructure. The role plays a key role in maintaining service quality and stakeholder satisfaction through proactive incident resolution and management.

 ACTIVITIES

Major Incident Management

•           Handle all P0/P1 and elevated P2 incidents.

•           Available 24x7, including on-call hours after regular business hours.

•           Oversee and govern war room activities, ensuring the involvement of all relevant stakeholders.

•           Document all activities and prepare comprehensive Incident Reports.

•           Communicate effectively with stakeholders throughout the incident management process.

•           Manage the escalation process, assigning the Root Cause Analysis (RCA) to appropriate resolver groups.

•           Support the RCA process and its execution.

•           Manage first responder resolver groups and coordinate their activities.

•           Maintain knowledge management and Configuration Management Database (CMDB) related to incident resolution and the escalation contact tree.

 Quality and Incident Review Meetings

•           Conduct and support Daily Quality Meetings to review infrastructure incidents from the previous day.

•           Perform weekly analysis of all P0/P1 incidents from the previous week.

•           On Mondays, analyze all external provider-managed incidents from the previous week.

•           On Tuesdays, participate in the internal Incidents Adjudication Meeting.

•           On Wednesdays, attend the Service Review with external provider.

•           On the third Wednesday of each month, focus on a monthly status review, including analysis of trends and the previous month's focus.

 KNOWLEDGE

Incident Management

•           Experience in managing major incidents.

•           Proficiency in overseeing war room activities and coordinating with stakeholders.

 Communication

•           Strong verbal and written communication skills for effective stakeholder communication.

•           Ability to prepare detailed Incident Reports and documentation.

 Problem-Solving and Analytical Skills

•           Expertise in conducting Root Cause Analysis (RCA) and supporting the RCA process.

•           Strong analytical skills for incident analysis and trend identification.

 Technical Knowledge

•           Understanding of IT infrastructure and systems.

•           Familiarity with Configuration Management Database (CMDB) and knowledge management practices.

 Team Management

•           Experience in managing first responder resolver groups.

•           Ability to coordinate and lead cross-functional teams during incidents.

 Time Management and Flexibility

•           Ability to manage time effectively and prioritize tasks during high-pressure situations.

•           Willingness to be available 24x7, including on-call hours.

 Process Improvement

•           Knowledge of quality management processes and continuous improvement methodologies.

•           Experience in conducting and participating in quality review meetings and service reviews.

 Technical Tools and Software

•           Proficiency in incident management tools and software.

•           Familiarity with IT Service Management (ITSM) frameworks such as ITIL.

 Escalation Management

•           Experience in managing the escalation process and ensuring timely resolution of issues.

 Collaboration and Interpersonal Skills

•           Strong interpersonal skills to collaborate effectively with internal and external stakeholders.

•           Ability to work in a team-oriented environment and support team members during incidents.

 What We Offer…

• 401(k) savings plan with employer safe harbor contributions

• Health coverage (medical, dental, vision, supplemental, gap, voluntary life, and voluntary AD&D)

• Employer-paid life insurance

• Short- & long-term disability

• Generous PTO and holiday schedule

Compensation…

The pay range for this position will be based on industry experience. Base pay offered may vary depending on several factors including geographical location, skills, education, certifications, and experience.

We’re looking forward to hearing from you - join the team at CTG - apply Today!