Major Incident Coordinator (VA ESOM)

Kentro • Austin, TX

3d • Onsite

About The Position

Kentro is hiring a Major Incident Coordinator to support the VA ESOM contract at the Austin Information Technology Center in Austin, Texas. This role supports the reliability, continuity, and resilience of IT services for the Department of Veterans Affairs by leading and coordinating major incident response activities, including high-impact and high-priority outages. The coordinator guides technical teams, prioritizes mission-critical work, communicates with stakeholders, and works to minimize disruptions to VA services. The position also supports long-term service stability through reporting, process optimization, and continuous improvement.

The schedule is Monday through Friday, 3:00 PM–11:30 PM EST. The role involves using VA systems and tools to manage incidents, coordinating incident activities with Change Management schedules, participating in bridge calls, preparing contract deliverables, and mentoring junior systems administrators and team members. Candidates must be U.S. citizens or lawful permanent residents and be willing and able to obtain and maintain Public Trust clearance.

Requirements

• Bachelor's degree in computer science, electronics engineering, or another engineering or technical discipline; eight years of additional relevant experience may substitute for education.
• At least five 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, including the ability to interact effectively with technical and non-technical stakeholders.
• Strong analytical and problem-solving abilities and a proactive approach to issue resolution.
• Ability to work independently and in a collaborative team environment.
• Must be a U.S. citizen or lawful permanent resident (Green Card holder).
• Must be willing and able to obtain and maintain Public Trust clearance.
• Must meet updated ID requirements or be willing and able to update current forms of ID in a timely manner to complete the suitability process.

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 align with Change Management schedules to prevent operational conflicts.
• Identify high-risk issues, allocate appropriate technical resources, and ensure actions are taken swiftly and effectively.
• Support reliable VA IT services and minimize disruptions by handling high- and critical-priority incidents, providing shift-driven 24/7 coverage, and improving incident response and resolution processes.
• Participate in bridge calls and incident resolution activities during major incidents.
• Communicate and collaborate in a timely manner with VA staff and other stakeholders during incident management and resolution.
• Work with the Project Manager and team members on project deliverables, including incident performance reports, analysis and reporting summaries, bridge call leadership documentation, resource management reports, resolution facilitation reports, communication and documentation records, ticket management records, incident coordination reports, portal announcements, Change Management coordination reports, bridge notes and transcriptions, and transition and incident title update reports.
• Observe and provide feedback to 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.
• 401(k) with employer match.
• Discount perks and rewards.
• Education reimbursement for certifications, degrees, or professional development.
• Flexibility to pursue courses, certifications, and professional growth and networking.
• Company-funded virtual and in-person activities, including happy hours, holiday events, fitness and wellness events, and annual celebrations.

What This Job Offers

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