Major Incident Management Support Specialist; VA ESOM - Day Shift

Overview

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Kentro is hiring for 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.

Location: Austin Information Technology Center

Shift: Tues - Sat; 7:30 - 4:00 PM ET

Compensation Range: The salary for this position is between $74,000 and $87,000 annually. Factors affecting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

• 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 to minimize 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.
  • Tracking improvements through agreed metrics including Mean Time to Recovery (MTTR), Incident Resolution Efficiency, Quality Assurance Outcomes, and trends in High Priority (HPI) and Critical Priority (CPI) incidents in line with the Service Level Agreements (SLAs).
• 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 in a timely manner with VA staff and other stakeholders to provide necessary information and support during incident management and resolution processes.
• Work with the project manager and team members on project deliverables including 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.

• Bachelor's degree in computer science, electronics engineering, or other engineering or technical discipline (8 years of additional relevant experience may be substituted for education).
• 5+ years of experience with Service Now or similar Major Incident Management or IT Service Management.
• Must be willing to work one of the shifts listed in the job description.
• Expertise in troubleshooting and resolving complex technical issues.
• Excellent communication and interpersonal skills, with the ability to interact effectively with both technical and non‑technical stakeholders.
• Strong analytical and problem‑solving skills, with the ability to…