Major Incident Management Support Specialist; VA ESOM - Overnigh Security Clearance

Overview

We are hiring for a Major Incident Management (MIM) Support Specialist to work on the VA End Point Support and Operations Monitoring contract. The role requires thorough knowledge of Incident Management across a wide range of IT technologies and software. As part of a two‑man Incident Management team, you will collaborate with system owners, application development, and infrastructure support teams to investigate, diagnose, and resolve system problems and defects, and evaluate mitigation alternatives to restore systems and infrastructure.

Location:

Onsite VA Austin Information Technology Center – 1615 Woodward St, Austin, TX 78741.
Shift: Sun & Thurs 10:30 PM; 9:00 AM (four 10‑hour shifts).

• Provide technical expertise in major incident management under the Department of Veterans Affairs (VA) End User support and Operations Monitoring contract.
• Support the recovery of VA IT services, minimize disruptions of high‑ and critical‑priority incidents, and deliver shift‑driven 24/7 coverage to improve incident response and resolution processes.
• Reduce the frequency and impact of IT service interruptions and improve the efficiency of incident resolution.
• Ensure continuous support for mission‑critical operations.
• Provide 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, and trends in High Priority and Critical Priority incidents in alignment with Service Level Agreements.
• During major incidents, facilitate bridge calls and incident resolution activities with the team.
• Perform day‑to‑day incident management duties using VA tools such as Service Now, SharePoint, and the VA Emergency Alerting and Accountability System (EAAS).
• Communicate and collaborate promptly with VA staff and stakeholders to provide necessary information and support during incident management and resolution.
• Work with project managers and team members on project deliverables, including incident management performance reports, MIM analysis and reporting summaries, bridge call leadership documentation, and related reporting.
• Observe and provide feedback to continually refine and optimize the incident management process.
• Provide mentorship and guidance to junior systems administrators and team members.

• Bachelor’s degree in computer science, electronics engineering, or a related engineering or technical discipline (or 8 years of relevant experience in lieu of a degree).
  (5+ years of experience focused on Service Now or similar Major Incident Management or IT Service Management.)
• Willingness to work one of the shifts listed above.
• Expertise in troubleshooting and resolving complex technical issues.
• Excellent communication and interpersonal skills.
• Strong analytical and problem‑solving skills with proactive issue resolution.
• Ability to work independently and as part of a team.
• Preferred: ITIL Foundation or equivalent IT service management certification.
• Preferred:
  Service Now‑based incident management experience.
• Preferred:
  Knowledge of VA’s organizational structure and IT environment.

• U.S. Citizen or Green Card holder.
• Willing and able to obtain a Public Trust Suitability clearance.
• Must meet updated  as outlined by GSA and be able to update necessary forms promptly.

• Yearly flu vaccination.
• Tuberculosis testing with a negative result.
• Vaccination records or titer testing for Measles, Mumps, and Rubella (MMR), Hepatitis B, and/or Varicella.

Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran, or any other status protected by applicable federal, state, or local law. Kentro is strongly committed to compliance with VEVRAA and other applicable laws governing equal employment opportunity.