Kentro · 1 day ago
Major Incident Management Support Specialist (Day Shift)
Austin, Texas, United States
Full-time
Onsite
Mid LevelKentro is a company focused on innovation and collaboration, committed to supporting its customers' missions. They are seeking a Major Incident Management Support Specialist to work within the VA End Point Support and Operations Monitoring contract, where the individual will manage high priority incidents and facilitate communication among technical teams to restore services efficiently.
Information Technology & Services
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
Thorough knowledge of Incident Management across a wide spectrum of IT technologies and software
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 to 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
Improve the efficiency of incident resolution
Ensure continuous support for mission-critical operations
Provide 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
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