Major Incident Coordinator (VA ESOM)

Kentro is hiring for 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., * 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.

Shifts Available: This position requires availability to work on holidays as part of regular scheduling needs.

• Wed - Sun 10:30PM - 9:00AM (1 positions available), * 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.

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

Compensation Range: The pay range for this position is $71-$81K annually. Kentro determines compensation by evaluating current government contracting and commercial market conditions, as well as the role’s specific requirements. Final salary placement within this range will be based on the candidate’s relevant skills, experience, education, certifications, location, and security clearance level, where applicable., We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. We invest in our employees - Every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.

By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones., We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let’s solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015), two CMMI ML 3 ratings (DEV and SVC) and CMMC Level 2 Certification.

Industry Recognition

Commitment Equal Opportunity Employment & VEVRAA

Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law.

Kentro is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.