Major Incident Management Support Specialist; Day Shift

Founded in 2003, IT Concepts' core values - customer-centricity, teamwork, drive to deliver, innovation, and integrity - ensure we work together to be the best, realize objectives, and positively impact our communities. We intentionally created and sustain our ITC culture that embraces change, experimentation, continuous learning, and improvement. We bring our design thinking problem-solving approach that challenges assumptions, prioritizes curiosity, and invites complexity to deliver innovative, efficient, and practical solutions.

As we continue to grow in the support of our government customers, we are looking for driven and innovative individuals to join our team.

IT Concepts is looking for a Major Incident Management (MIM) Support Specialist within the VA End Point Support and Operations Monitoring contract. The candidates should have thorough knowledge to create plans to assure effective management, operations, and maintenance of systems and/or networks. Manage teams of system admins and able to prioritize work and identify high risk critical problems and dedicate appropriate resources.

Has extensive knowledge of a wide variety of systems and networks to include high volume/high availability systems.

• Provide technical expertise in the design, implementation, and ongoing support of the Department of Veterans Affairs (VA) End User support and Operations Monitoring contract within Major Incident Management (MIM).
• Ensure the VA's IT services are reliable, and disruptions are minimized including handling 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, participate in bridge calls and incident resolution activities with the team.
• Perform day-to-day incident management duties using VA tools like Service Now, SharePoint, SQL databases, 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.
• Communicate and coordinate with the Change Management schedule to ensure that incident response activities do not conflict with ongoing changes.
• 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.

Onsite VA Austin Information Technology Center: 1615 Woodward St, Austin, Tx 78741

Tuesday - Saturday, 7:30 AM - 4:00 PM

This IT Concepts position provides on-site support for the Veterans Health Administration (VHA). The VHA has facility-specific vaccination and testing requirements. If chosen for this role, candidates may be required to show proof that the below vaccinations and testing are current. The VHA will provide guidance on specific documents needed and how to request reasonable accommodations.

• Vaccine requirements may include COVID-19, Influenza, Measles Mumps & Rubella (MMR), Hepatitis B, and/or Varicella.
• Testing requirements may include Tuberculosis.

• 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 Service Now or similar Major Incident Management or similar IT Service Management.
• 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…