Incident Management Specialist

Incident & Event Management Specialist (2nd shift)

Location: On-site — Austin, TX (AITC, 1615 Woodward St.)

Schedule: 2nd Shift, Sunday–Thursday, 2:30 PM–11 PM CT

Clearance: Ability to obtain and maintain VA Public Trust

Overview

Join the Enterprise Command Center's Major Incident and Event Management team supporting VA Event Management. You'll provide "eyes on glass" monitoring across VA enterprise applications, triage and escalate critical alerts, and work alongside incident management, monitoring, and DevOps teams to keep mission-critical systems running for our nation's veterans.

Key Responsibilities

• Continuous dashboard monitoring and in-depth alert analysis for early issue detection.
• Notify system owners of detected issues within 15 minutes to maintain system health.
• Tune alert thresholds to reduce false positives and escalate to the right support teams.
• Provide APM tool expertise and troubleshooting knowledge transfer to helpdesk/ITS staff.
• Recommend process improvements and help refine the VA's monitoring environment.

Required Qualifications

• 5+ years of relevant IT experience (or 13+ years in lieu of a degree; Bachelor's in CS/Engineering + 5 years also qualifies).
• Hands-on experience with APM/monitoring tools — Dynatrace, SolarWinds, ServiceNow, AppDynamics, Elastic, or similar.
• Experience with enterprise application/platform support, major incident response, and systems administration across Unix/Linux, Windows, and mainframe.
• Ability to obtain and maintain a Public Trust clearance.

Nice to Have

• ServiceNow or similar ITSM tool proficiency.
• Cloud/container exposure (AWS, Azure, SaaS/PaaS).
• Healthcare IT operations experience.