Major Incident Coordinator (VA ESOM)

Kentro • Austin, TX

7d • Onsite

About The Position

Kentro is hiring for a Major Incident Coordinator to support the VA ESOM contract. The Major Incident Coordinator plays a critical role in ensuring the reliability, continuity, and resilience of IT services supporting the Department of Veterans Affairs. This position oversees major incident response activities within the VA End User Support and Operations Monitoring contract, providing leadership, coordination, and clear communication during high-impact and high-priority outages. The coordinator will manage and guide technical teams, prioritize mission‑critical efforts, and work to minimize disruptions to VA services. The role also contributes to long-term stability through data-driven reporting, process optimization, and continuous improvement initiatives.

Requirements

• 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 ServiceNow or similar IT Service Management platforms
• Proven ability to troubleshoot and resolve 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 abilities, with a proactive approach to issue resolution
• Ability to work both independently and within a collaborative team environment.
• US Citizen or Lawful Permanent Resident (Green Card)
• Willing and able to obtain and maintain Public Trust 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.

Nice To Haves

• ITIL v4 certification.
• Experience with ServiceNow based Incident Management processes
• Familiarity with VA organizational structures, IT systems, and operational environments

Responsibilities

• Oversee incident management tasks using VA tools such as ServiceNow, SharePoint, SQL databases, and the VA Emergency Alerting and Accountability System (EAAS).
• Ensure incident activities remain aligned with Change Management schedules to prevent operational conflicts.
• Identify high-risk issues, allocate appropriate technical resources, and ensure actions are taken swiftly and effectively.
• 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.
• 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 ServiceNow, 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.
• 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.

Benefits

• paid time off
• healthcare benefits
• supplemental benefits
• 401k including an employer match
• discount perks
• rewards
• education reimbursement for certifications, degrees, or professional development
• happy hours
• holiday events
• fitness & wellness events
• annual celebrations
• charity galas/events

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level