Major Incident Management Specialist
Job Summary
Working remotely as a full-time Major Incident Management Specialist, the candidate will provide technical expertise in managing high-priority incidents for the VA End User Support and Operations Monitoring contract, ensuring effective incident resolution and continuous support for mission-critical operations.
Key responsibilities
- Support recovery efforts for high and critical priority incidents, minimizing disruptions and enhancing incident response processes
- Facilitate bridge calls and incident resolution activities during major incidents while collaborating with system owners and support teams
- Track and report on incident management metrics to drive process improvements and ensure compliance with service level agreements
Required qualifications
- Bachelor's degree in computer science, electronics engineering, or a related technical discipline (or equivalent experience)
- 5+ years of experience with ServiceNow or similar Major Incident Management tools
- Expertise in troubleshooting and resolving complex technical issues
- Willingness to work the specified shift from Friday to Tuesday, 7:30 AM - 4 PM EST
- Ability to communicate effectively with both technical and non-technical stakeholders
Complete Job Description
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