Kentro · 10 hours ago
Major Incident Management Support Specialist (Day Shift)
Austin, TX
Full-time
Onsite
Senior Level
5+ years expKentro is a company focused on innovation and collaboration, currently seeking a Major Incident Management Support Specialist. This role involves providing technical expertise in incident management for the Department of Veterans Affairs, facilitating recovery from high priority incidents, and enhancing incident resolution processes.
Information Technology & Services
No H1B
U.S. Citizen Only
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 minimize 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) Incidents and in-line with the Service Level Agreements (SLAs) and response times for High Priority (HPI) and Critical Priority (CPI) 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 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 manager and team members for project deliverables including but not limited to 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
Qualification
Required
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 similar IT Service Management
Tuesday - Saturday, 7:30 AM - 4:00 PM
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
US Citizen or Green card holder
Willing and able to get a Public Trust Suitability clearance
Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
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
This Kentro position provides on-site support for the Department of Veterans Affairs. The Department of Veterans Affairs has facility-specific vaccination and testing requirements (please see the bulleted examples below). If chosen for this role, candidates may be required to show proof that their vaccinations and testing are current
Preferred
ITIL Foundation certified or equivalent IT service management certified- preferred, or relevant experience
ServiceNow based Incident Management
Knowledge of VA's organizational structure and IT environment
Benefits
Paid time off
Healthcare benefits
Supplemental benefits
401k including an employer match
Discount perks
Rewards
Education reimbursement for certifications, degrees, or professional development
Company
Kentro
IT Concepts has transformed into Kentro - your center for innovation, excellence, and growth.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase