Major Incident Management Support Specialist; Day Shift

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Kentro is hiring a Major Incident Management (MIM) Support Specialist within the VA End Point Support and Operations Monitoring contract. The candidates should have thorough knowledge of Incident Management across a wide spectrum of IT technologies and software. As part of a two-man Incident Management team, you will work with system owners, application development and infrastructure support teams to investigate and diagnose system problems and defects and evaluate mitigation alternatives to bring systems and infrastructure back online.

Your responsibilities include setting up the Triage call when a high priority incident occurs, notifying and tracking that all required technical teams are present, capture all of the pertinent information discussed on the call for the record and develop status emails/documents to keep Leadership aware of the current status.

• Provide technical expertise in the support of the Department of Veterans Affairs (VA) End User support and Operations Monitoring contract within Major Incident Management (MIM).
• Support the recovery of VA's IT service minimized disruptions of high and critical priority incidents, providing shift-driven 24/7 coverage, and improving incident response and resolution processes.
• Enhance MIM Support by reducing the frequency and impact of IT service interruptions.
• Improving the efficiency of incident resolution.
• Ensuring continuous support for mission-critical operations.
• Providing detailed analysis and reporting to drive process improvements.
• Track improvements through agreed metrics including Mean Time to Recovery (MTTR), Incident Resolution Efficiency, Quality Assurance Outcomes, Trends in High Priority Incidents (HPI)/ Critical Priority Incidents (CPI) Incidents and in-line with the Service Level Agreements (SLAs) and response times for High Priority (HPI) and Critical Priority (CPI) incidents.
• During major incidents, facilitate bridge calls and incident resolution activities with the team.
• Perform day-to-day incident management duties using VA tools like Service Now, SharePoint, and the VA Emergency Alerting and Accountability System (EAAS).
• Communicate and collaborate in a timely manner with VA staff, and other stakeholders to provide necessary information and support during incident management and resolution processes.
• Work with Project manager and team members for project deliverables including but not limited to Incident Management Performance Report, MIM Analysis and Reporting Summary, Bridge Call Leadership Documentation, Contracted Personnel Recall and Resource Management Report, Incident Resolution Facilitation Report, Communication and Documentation Records, Incident Response Atmosphere Report, Ticket Management Records, Incident Coordination Report, SNOW Portal Announcements, Change Management Coordination Report, Transcriptions and Bridge Notes, and Seamless Transition and Incident Title Update Report.
• Observe and provide feedback to continually refine and optimize the incident management process.
• Provide mentorship and guidance to junior systems administrators and team members.

Onsite VA Austin Information Technology Center: 1615 Woodward St, Austin, TX 78741

Tuesday – Saturday, 7:30 AM – 4:00 PM. This position requires availability to work on holidays as part of regular scheduling needs.

• Bachelor’s degree in computer science, electronics engineering…