Major Incident Coordinator; VA ESOM

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Kentro is hiring for a Major Incident Coordinator to support the VA ESOM contract
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The Major Incident Coordinator plays a critical role in ensuring the reliability, continuity, and resilience of IT services supporting the Department of Veterans Affairs. This position oversees major incident response activities within the VA End User Support and Operations Monitoring contract, providing leadership, coordination, and clear communication during high-impact and high-priority outages.

The coordinator will manage and guide technical teams, prioritize mission‑critical efforts, and work to minimize disruptions to VA services. The role also contributes to long-term stability through data‑driven reporting, process optimization, and continuous improvement initiatives.

Location:
Austin Information Technology Center (AITC) (Austin, TX)

Shift: Monday - Friday, 3:00 PM- 11:30 PM EST

This Job Description reflects the primary duties of the role; however, it is not intended to be all‑inclusive. Team members may be asked to take on additional responsibilities in alignment with customer expectations, business needs, and Kentro’s culture of collaboration and adaptability.

• Oversee incident management tasks using VA tools such as Service Now, SharePoint, SQL databases, and the VA Emergency Alerting and Accountability System (EAAS).
• Ensure incident activities remain aligned with Change Management schedules to prevent operational conflicts.
• Identify high-risk issues, allocate appropriate technical resources, and ensure actions are taken swiftly and effectively.
• Ensure the VA's IT services are reliable, and disruptions are minimized including handling high and critical priority incidents, providing shift-driven 24/7 coverage, and improving incident response and resolution processes.
• During major incidents, participate in bridge calls and incident resolution activities with the team.
• Perform day-to-day incident management duties using VA tools like Service Now, SharePoint, SQL databases, 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.

• Bachelor's degree in computer science, electronics engineering or other engineering or technical discipline is required (8 years of additional relevant experience may be substituted for…