Major Incident Management Support Specialist; Day Shift

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Kentro is hiring multiple Major Incident Management (MIM) Support Specialists within the VA End Point Support and Operations Monitoring contract. The candidates should have 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.

• 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, provide shift‑driven 24/7 coverage, and improve 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, and 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, and 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 Service Now, 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 Incident Management Performance Report, MIM Analysis and Reporting Summary, Bridge Call Leadership Documentation, Contracted Personnel Recall, Resource Management Report, Incident Resolution Facilitation Report, Communication and Documentation Records, and other related reports.
• 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 (3 positions)
• Monday – Friday 7:30 AM – 4:00 PM (1 position)
• Friday – Tuesday 7:30 AM – 4:00 PM (1 position)
• Thursday – Monday 7:30 AM – 4:00 PM (1 position)

• Bachelor's degree in computer science, electronics engineering or other engineering or technical discipline (8 years of additional relevant experience may substitute for education).
• 5+ years of experience focused on Service Now or similar Major Incident Management or IT Service Management.
• Willingness to work one of the shifts listed above.
• Expertise in troubleshooting and resolving complex technical issues.
• Excellent communication and interpersonal skills, with the ability to interact effectively with both technical and non‑technical stakeholders.
• Strong analytical and problem‑solving skills, with a proactive approach to issue resolution.
• Ability to work independently and as part of a team.

• ITIL…