Remote Major Incident Manager | 24/7 Critical IT Support

Kentro; Austin (TX); On-site; USD 67,000 - 87,000; Full time

Benefits offered by this job

Healthcare benefits

401k with employer match

Education reimbursement

Paid time off

Job summary

Kentro is seeking a Major Incident Management (MIM) Support Specialist to join our VA End Point Support and Operations Monitoring contract. The role focuses on incident resolution, root-cause analysis, and proactive process improvements to minimize downtime across critical services.

Remote within the United States with Eastern Time coverage; competitive compensation and benefits. You will engage with VA staff, system owners, and engineering teams to ensure rapid incident containment and service

Qualifications

• Bachelor's degree in computer science, electronics engineering or a related technical field.
• 5+ years of experience with Major Incident Management or IT Service Management.
• Proficient with ServiceNow and related incident-management tooling.
• Strong communication and interpersonal skills with cross-functional collaboration.
• Ability to work in a fast-paced, shift-based environment.

Responsibilities

• Provide technical expertise in VA End User support and Operations Monitoring within MIM.
• Investigate, diagnose, and resolve high priority incidents to restore services.
• Lead bridge calls and coordinate with stakeholders during major incidents.
• Track metrics and prepare reports to drive process improvements.
• Mentor junior staff and contribute to incident-management optimization.

Skills

Incident Management

Communication

Analytical thinking

Teamwork

Education

Bachelor's degree in CS/Engineering/related field

Tools

ServiceNow

SharePoint

EAAS

Job description

Kentro is seeking a Major Incident Management (MIM) Support Specialist to join our VA End Point Support and Operations Monitoring contract. The role focuses on incident resolution, root-cause analysis, and proactive process improvements to minimize downtime across critical services.

Remote within the United States with Eastern Time coverage; competitive compensation and benefits. You will engage with VA staff, system owners, and engineering teams to ensure rapid incident containment and service