Major Incident Management Specialist (24/7 VA IT Ops)

Kentro; Austin (TX); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Healthcare benefits

401k match

Education reimbursement

Team events

Job summary

Kentro in Austin, TX is hiring a Major Incident Management (MIM) Support Specialist to join the VA End User Support and Operations Monitoring contract. You will investigate and diagnose incidents, support rapid recovery, and collaborate with VA teams to optimize incident management processes.

The role requires 5+ years in ServiceNow/MIM, strong problem-solving and communication skills, and willingness to work shifts including holidays.

Qualifications

• 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 education).
• 5+ years of experience with a focus on ServiceNow 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 with both technical and non-technical stakeholders.
• Strong analytical and problem-solving skills with the ability to identify and resolve issues proactively.

Responsibilities

• Provide technical expertise in support of the VA End User Support and Operations Monitoring contract within Major Incident Management (MIM).
• Support the recovery of VA's IT services, 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, and ensuring continuous support for mission-critical operations.
• Provide detailed analysis and reporting to drive process improvements.
• Track improvements through agreed metrics including MTTR, Incident Resolution Efficiency, QA outcomes, and incident trends with SLAs and response times for High and Critical Priority 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 ServiceNow, SharePoint, and EAAS.
• Communicate and collaborate with VA staff and stakeholders to provide necessary information and support during incident management and resolution processes.

Skills

ServiceNow

Incident Management

Communication

Problem-solving

Teamwork

Education

Bachelor's degree in computer science/engineering

Tools

VA tools (ServiceNow, SharePoint, EAAS)

Job description

Kentro in Austin, TX is hiring a Major Incident Management (MIM) Support Specialist to join the VA End User Support and Operations Monitoring contract. You will investigate and diagnose incidents, support rapid recovery, and collaborate with VA teams to optimize incident management processes.

The role requires 5+ years in ServiceNow/MIM, strong problem-solving and communication skills, and willingness to work shifts including holidays.