Major Incident Coordinator — VA IT Resilience Lead

Kentro; Austin (TX); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Healthcare benefits

401k with company match

Paid time off

Education reimbursement

Job summary

Kentro is hiring a Major Incident Coordinator for the VA ESOM contract in Austin, TX. You will lead major incident response, coordinate 24/7 coverage, participate in bridge calls, and drive data-driven improvements to incident processes.

The role requires 5+ years in incident management with ServiceNow or similar ITSM platforms, strong communication, and a proactive problem-solving mindset. On-site at the Austin Information Technology Center with evening shift hours.

Qualifications

• Bachelor's degree in computer science or related discipline; 8 years of equivalent experience may substitute.
• 5+ years of experience with ServiceNow or similar ITSM platforms.
• Proven ability to troubleshoot and resolve complex issues.
• Excellent communication with both technical and non-technical stakeholders.

Responsibilities

• Oversee incident management tasks using VA tools such as ServiceNow, SharePoint, SQL databases, and EAAS.
• Coordinate with Change Management to align incidents with schedules.
• Identify high-risk issues and allocate resources for swift resolution.
• Provide 24/7 shift coverage for high/critical priority incidents.
• Lead bridge calls and incident resolution activities with the team.
• Produce incident management reports and documentation.

Skills

Incident management

ServiceNow expertise

Communication skills

Problem solving

Team leadership

Education

Bachelor's degree in computer science or related field

Tools

ServiceNow

EAAS

SharePoint

SQL databases

Job description

Kentro is hiring a Major Incident Coordinator for the VA ESOM contract in Austin, TX. You will lead major incident response, coordinate 24/7 coverage, participate in bridge calls, and drive data-driven improvements to incident processes.

The role requires 5+ years in incident management with ServiceNow or similar ITSM platforms, strong communication, and a proactive problem-solving mindset. On-site at the Austin Information Technology Center with evening shift hours.