CTG Incident Manager in Richfield, Minnesota

Title: Incident Manager

Location: US-MN-Richfield

Job Number: 18211187

CTG is seeking an Incident Manager to provide support to a large retail customer in the greater Twin Cities area.

Location: On-site at customer location in Richfield, MN

Duration: 6 months to long-term / ongoing

Tax Terms: W-2 (No C2C or 1099)

Work Hours: Will need to be flexible to work any time shift (24x7)

Job Summary:

The Incident Manager’s responsibilities span all internal technology infrastructure, development and business support. The role will be accountable for driving the Major Incident Management (MIM) process for major incidents from declaration to service availability. The individual is expected to drive technical bridges for complex and highly visible technology incidents with a goal of rapidly returning systems and functions to service availability. The role will be accountable to help improve overall performance around managing, tracking and reporting of major incidents. This is to ensure the incidents are properly categorized with respect to actual and potential impacts.


  • Relevant technical support experience (i.e. service desk), customer service experience

  • Desktop level 2 experience or similar, understanding of ITIL

  • Not charged with resolving or troubleshooting incidents

Daily Responsibilities:

  • Monitor Major Incident Hotline (24x7)

  • Establish Major Incident Bridge conference call

  • Quickly determine appropriate support teams to engage to ensure proper resolution

  • Effectively collaborate with support teams determine appropriate priority, impact and description of incident

  • Drive Major Incident bridges and teams to rapid service availability

  • Deliver accurate, concise and timely communications to senior leadership and support teams

  • Delivery of Major Incident reporting

Required Qualifications:

  • Must have World-Class written and verbal communication skills, including the ability to articulate complex technical issues in a language understood by different levels of business leadership, end users, and technical resources

  • Ability to accurately capture details of the incident and provide timely reports

  • Able to control bridges and coordinate activities to keep support teams on task

  • Ability to multi-task, including the ability to make sound decisions and execute responsibilities of the position in a fast moving and high pressure environment

  • Play an active role in process improvement initiatives

  • Experience gathering Business Requirements

  • Strong attention to detail

  • Excellent organizational skills

  • Customer service experience

  • Basic troubleshooting skills

  • Ability to multi-thread problem solving efforts across multiple teams to achieve timely incident resolution

Desired Qualifications:

  • ITIL Foundations Certification

  • A mix of server, database, and network support experience

  • Successful candidates are typically strong/assertive with great communication skills. They need to keep everyone honest and ensure that everyone is following the correct processes.

To Apply:

To be considered, please apply directly to this requisition using the link provided. For additional information, please contact David Dummel at david.dummel@ctg.com or call 800-992-5350 x4804. Kindly forward to any other interested parties—thank you!

CTG’s Benefits Plan allows you to select insurance coverage that best suits your lifestyle, and take part in our savings programs and educational plans. We offer Flexible Spending Accounts, a 401(k) Retirement Plan, and an Employee Stock Purchase plan. Our educational plan comprises access to more than 2,000 web-based technical, professional and business development courses.


CTG (NASDAQ: CTG) provides industry-specific IT services and solutions that address the business needs and challenges of clients in high-growth industries in North America and Western Europe. CTG also provides strategic staffing services for major technology companies and large corporations. Backed by more than 50 years of experience and proprietary methodologies, CTG has a proven track record of reliably delivering high-value, industry-specific staffing services and solutions to its clients. CTG has operations in North America, Western Europe, and India.

CTG's greatest asset is its people, and as such, we are committed to providing employees programs and processes to support their performance, hone their skills, and advance in their careers. This commitment is reflected by CTG being named a Best Places to Work in Healthcare company by Modern Healthcare (2013-2016) in North America, and a Best Workplace in the United Kingdom (2013), Belgium (since 2007), and Luxembourg (since 2011).

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity/Affirmative Action Employer and strong advocate of workforce diversity. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran.

Job: Helpdesk & Technical Support