Youngsoft, Inc. ( ) is a global software solutions IT company, delivering digital enterprise business betterment since 1996. Through collaborative engagement and discovery with our clients and vendors, we co-create industry specialized digital products, applications software, process, programs, and project outcomes. Headquartered in metro-Detroit, we leverage "pods" of Subject Matter Experts, Business Analysts, Solutions Architects, Software Engineers, and Project Managers, fused with HyperCare through our Global Support Centers. Through inclusivity, we share a singular vision to deliver world-class measurable upside results to our customers. It takes a village come join ours!
Job Description
This role is responsible for initiating, managing, and coordinating Incident response activities supporting State of Michigan Critical Business Functions. The position manages Medium, High, and Critical Incidents, performing initial triage, impact assessment, and escalation to Tier II teams for Major Incident investigation in accordance with established Standard Operating Procedures (SOPs).
Key responsibilities: include monitoring server, network, environmental, and security systems to ensure operational stability, service level compliance, and physical security across hosting centers. The role also executes mainframe operations, manages batch processing and scheduling, and oversees tape library functions.
The position requires accurate documentation, timely communication with internal and external support teams, and strict adherence to operational, security, and change management processes.
Key Responsibilities
- Initiate and manage Medium, High, and Critical Incidents; perform triage, impact assessment, and escalation per SOPs.
- Issue Communications Matrix Notifications (CMNs) for High and Critical Incidents in accordance with SOP 12 and SOP 12-2.
- Monitor server, network, and system performance to ensure SLA compliance; open and route trouble tickets as needed.
- Monitor and manage environmental systems (generators, UPS, PDU, HVAC, and water supply) to ensure proper operation.
- Monitor security systems and activities; track, report, and document security issues or irregularities.
- Grant and administer physical access to hosting centers in compliance with established security policies.
- Execute mainframe programs and production jobs using automated scheduling systems to meet customer timelines.
- Perform tape library operations, including tape handling, off-site storage coordination, and logging.
- Prepare and submit operational status reports; communicate system status via tickets, dashboards, broadcast messages, and reports.
- Review Change Management schedules and update Requests for Change (RFCs) as requested.
- Maintain thorough documentation of incidents, issues, impacts, and resolutions.
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