Remote Major Incident Management Support Specialist; VA ESOM: Fri-Tues Day Shift

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Kentro is hiring for 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.

Location: Remote
- This position can be performed remotely within the United States and will support Eastern Time working hours.

Compensation Range: The pay range for this position is $74-$87K annually. Kentro determines compensation by evaluating current government contracting and commercial market conditions, as well as the role’s specific requirements. Final salary placement within this range will be based on the candidate’s relevant skills, experience, education, certifications, location, and security clearance level, where applicable.

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.

• 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 minimizing 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…