[Hiring] Major Incident Management (MIM) Support Specialist @Kentro

Role Description

Kentro is hiring for Major Incident Management (MIM) Support Specialist 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.

Location: Remote

Shift: Fri - Tues ; 7:30 AM - 4:00 PM

• 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.
  • 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
  • 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.

Qualifications

• 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.
• Must be willing to work one of the shifts listed in the job description.
• 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.

Requirements

• 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.
• US Citizen or Green card holder.
• Willing and able to obtain and maintain Public Trust Clearance.
• Must meet updated ID requirements.
• Yearly Flu Vaccination.
• Tuberculosis testing with a negative result.
• Vaccination records or titer testing required for Measles Mumps and Rubella (MMR), Hepatitis B, and/or Varicella.

Benefits

• Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more.
• Education reimbursement for certifications, degrees, or professional development.
• Flexibility for professional growth and networking.
• Activities – virtual and in-person, e.g., happy hours, holiday events, fitness & wellness events, and annual celebrations.
• Commitment to community involvement through charity galas/events.