Randstad Incident Management Consultant in Hopkins, Minnesota

Incident Management Consultant


Hopkins, MN

Date Posted:

Monday, October 10, 2016

Job Type:

Temp to Perm

Reference #:



Randstad Technologies

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Position Description:

  • This function coordinates the processes and activities that focus on restoring service after an incident occurs.

  • Monitors environment health and the facilitation of high severity incidents to improve the state of service availability and continuity.

  • This function also includes those who operate and monitor computer and peripheral equipment.

  • Coordinates the efforts of all functions to complete scheduled jobs in a timely manner.

  • Documents all problems (hardware, application, facility, etc.) and takes corrective action as required.

  • Interfaces with other departments as required.

    • Performs incident management, service restoration, and/or change verification activities.
    • Prioritize incidents based on defined ITSM priority definition and guidelines.
    • Help drive risk prevention, awareness, and team accountability, helping identify and raise awareness for incidents that may breach or may have incorrect Severity levels assigned.
    • Effectively communicate awareness, issues, alert confirmations and status, to team and other areas.
    • Utilize documentation, associated topologies, change activity, monitoring tools, and expertise to monitor and validate overall environment health providing higher-level support for support groups with respect to critical applications health.
    • Perform manual application and portal test to ensure systems are available and functioning. Complete check-out of all critical applications to identity possible business impact.
    • Utilize HP monitoring tools and any non-HP monitoring tools for troubleshooting and alerting.
    • Acknowledge, validate, and correlate monitoring alerts. Proactively monitor and trend component/application/product performance and degradation.
    • Identifies solutions to non-standard requests and problems.
    • Works with minimal guidance; seeks guidance on only the most complex tasks.
    • Translates concepts into practice.
  • -Provides explanations and information to others on difficult issues.

    • Coaches, provides feedback, and guides others.
    • Acts as a resource for others with less experience
    • ITIL V3 Foundation Certified
    • Undergraduate degree, High School Diploma or equivalent experience.

Software skills are needed:

Windows XP, Windows 7, Microsoft Office Suite, Internet Explorer

Top 4 Job Qualifications:

  • 3+ years IT Operations experience

  • 3+ years IT Customer Service experience, i.e. Assesses and interprets customer needs and requirements

  • 3+ years Solving moderately complex problems and/or conducts moderately complex analyses.

  • 3+ years incident management experience, i.e. Drive service restoration, prevention & reporting and documentation of incidents.

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