Major Incident Management Support Specialist (Overnight Shift) with Security Clearance

Kentro (IT Concepts dba Kentro) is hiring a Major Incident Management (MIM) Support Specialist for the VA End Point Support and Operations Monitoring contract. The role focuses on investigating and resolving high‑priority incidents, working with system owners and the infrastructure team to restore services and improve incident response processes. Location: Onsite VA Austin Information Technology Center, 1615 Woodward St, Austin, TX 78741. Shift Sun. 4×10‑hour shifts, starting at 9:00 AM (Thurs 10:30 PM). Shift‑driven 24/7 coverage. Responsibilities Provide technical expertise in Major Incident Management for the VA End User support and Operations Monitoring contract. Support recovery of VA’s IT services, minimizing disruptions of high‑ and critical‑priority incidents. Reduce the frequency and impact of IT service interruptions and improve incident resolution efficiency. Ensure continuous support for mission‑critical operations. Provide detailed analysis and reporting to drive process improvements, tracking metrics such as MTTR, Incident Resolution Efficiency, QA Outcomes, and trends in HPIs/CPI incidents. Facilitate bridge calls and incident resolution activities during major incidents. Perform day‑to‑day incident management duties using ServiceNow, SharePoint, and the VA Emergency Alerting and Accountability System (EAAS). Communicate and collaborate with VA staff and other stakeholders to provide necessary information and support during incident management processes. Coordinate project deliverables, including Incident Management Performance Report, MIM Analysis and Reporting Summary, Bridge Call Leadership Documentation, and related reports and records. Provide mentorship and guidance to junior systems administrators and team members. Qualifications Bachelor’s degree in computer science, electronics engineering, or a related technical discipline (or 8 years of relevant experience in lieu of a degree). Minimum 5 years of experience focused on ServiceNow or a similar Major Incident Management/IT Service Management platform. Willingness to work one of the shifts listed. Expertise in troubleshooting and resolving complex technical issues. Excellent communication and interpersonal skills, with the ability to interact with technical and non‑technical stakeholders. Strong analytical and problem‑solving skills and a proactive approach to issue resolution. Ability to work independently and as part of a team. ITIL Foundation certification or equivalent IT service management certification (preferred). Knowledge of VA’s organizational structure and IT environment (preferred). Clearance Requirements US Citizen or Green Card holder. Must be willing and able to obtain a Public Trust Suitability clearance. Must satisfy current ID requirements per GSA guidelines. Health Requirements The position is on‑site support for the Department of Veterans Affairs and may require proof of current vaccinations and testing. Required immunizations include yearly flu vaccination, tuberculosis testing with a negative result, and vaccination records or titer testing for MMR, Hepatitis B, and/or Varicella. Benefits Competitive benefits package: paid time off, healthcare, supplemental benefits, 401(k) with employer match, educational reimbursement for certifications and degrees, and various employee recognition and wellness programs. EEO Statement 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. #J-18808-Ljbffr kentro