Remote IT Problem & RCA Coordinator

Kentro; Virginia (MN); Hybrid; USD 71,000 - 80,000; Full time

Job summary

Kentro is hiring for an IT System Investigation Coordinator to support the VA ESOM contract. The role focuses on coordinating Problem investigations and RCA activities, working with SREs, analysts, and product teams to connect technical findings with business impact.

The position is remote within the United States and follows Eastern Time working hours. The anticipated base salary range is $71,000–$80,000 annually, with final compensation determined by experience, security requirements, and

Qualifications

• Bachelor's degree in computer science, electronics engineering or related discipline, or 8 years of relevant experience.
• 5 years of relevant experience
• Strong analytical, problem-solving, communication skills and sharp attention to detail.

Responsibilities

• Coordinate and drive day-to-day Problem and Root Cause Analysis (RCA) investigation activities across technical, product, support, and business stakeholders.
• Establish and maintain investigation plans, priorities, timelines, meetings, actions, dependencies, and follow-up activities.
• Identify the information, subject matter expertise, system access, documentation, and other resources necessary to progress investigations and coordinate their collection.
• Facilitate investigation meetings and working sessions, ensuring open questions, decisions, actions, and next steps are clearly understood and followed through.
• Identify gaps, inconsistencies, unanswered questions, and areas requiring additional investigation or clarification.
• Build and maintain effective working relationships with product teams, support organizations, technical SMEs, and other stakeholders necessary to support investigations.
• Gather and synthesize information regarding business, operational, service, and user impacts to help establish the broader significance and scope of Problems.
• Partner with SREs and technical SMEs to understand technical findings and ensure investigation activities address identified questions and gaps.
• Develop and coordinate process, operational, and business-oriented recommendations and corrective actions that complement technical remediation identified through the investigation.
• Work with Problem Records Analysts to ensure investigation findings, impacts, decisions, recommendations, and corrective actions are accurately represented in RCA and Problem documentation.

Skills

Problem management coordination

Root Cause Analysis

Cross-functional collaboration

SRE liaison

Education

Bachelor's degree in computer science, electronics engineering or related technical discipline

Tools

ITSM tools

RCA tooling

Job description

Kentro is hiring for an IT System Investigation Coordinator to support the VA ESOM contract. The role focuses on coordinating Problem investigations and RCA activities, working with SREs, analysts, and product teams to connect technical findings with business impact.

The position is remote within the United States and follows Eastern Time working hours. The anticipated base salary range is $71,000–$80,000 annually, with final compensation determined by experience, security requirements, and