Major Incident Management Support Specialist (VA ESOM - Overnight Shift)

Responsibilities

• 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, 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, 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.

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.