Major Incident Management Support Specialist (VA ESOM - Evening Shift)

Overview Major Incident Management (MIM) Support Specialist within the VA End Point Support and Operations Monitoring contract. The role requires 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: Veterans Affairs Austin IT Center (AITC) Shift Available: Tues – Sat; 2:00 PM – 10:30 PM CST Availability to work on holidays is required. Responsibilities 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) in line with Service Level Agreements (SLAs). 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 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 managers and team members for project deliverables such as 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 Management Records, Incident Coordination Report, SNOW Portal Announcements, Change Management Coordination Report, Transcriptions and Bridge Notes, and Seamless Transition and Incident Title Update Report. Observe and provide feedback to continually refine and optimize the incident management process. Provide mentorship and guidance to junior systems administrators and team members. Qualifications Bachelor's degree in computer science, electronics engineering or another 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 a similar Major Incident Management or IT Service Management platform. Must be willing to work one of the shifts listed. Expertise in troubleshooting and resolving complex technical issues. Excellent communication and interpersonal skills, with the ability to effectively interact with both technical and non‑technical stakeholders. Strong analytical and problem‑solving skills, with the ability to identify and resolve issues proactively. Ability to work independently and as part of a team. Preferred: ITIL Foundation certified or equivalent IT service management certification, or relevant experience. ServiceNow‑based Incident Management experience. Knowledge of VA's organizational structure and IT environment. Clearance Requirement US Citizen or Green Card holder. Willing and able to obtain a Public Trust suitability clearance. Must meet updated ID requirements: If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully. Health Requirements This position provides on‑site support for the Department of Veterans Affairs. The Department of Veterans Affairs has facility‑specific vaccination and testing requirements. Candidates may be required to show proof that their vaccinations and testing are current. Yearly Flu Vaccination Tuberculosis testing with a negative result Vaccination records or titer testing required for Measles Mumps and Rubella (MMR), Hepatitis B, and/or Varicella Benefits We offer a competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k with an employer match, discount perks, rewards, and more. Employees are eligible for education reimbursement for certifications, degrees, or professional development. Equal Employment Opportunity & VEVRAA Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law. Kentro is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements. As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness. We encourage protected veterans to self‑identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility. Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness. #J-18808-Ljbffr Kentro