AdaptiveVets Solutions, Inc.

Compensation

Full Description

AdaptiveVets Solutions is seeking an experienced Monitoring and Incident Management Manager to lead platform monitoring, incident detection, response coordination, and operational situational awareness for the Department of Veterans Affairs (VA). This role ensures that monitoring and incident management processes effectively support reliability, operational continuity, and rapid restoration of services for a platform that delivers capabilities to hundreds of thousands of VA staff and millions of Veterans each month. Key Responsibilities • Lead all platform monitoring, incident detection, and response coordination activities across production, staging, and development environments. • Manage adherence to Service Level Agreement (SLA) response time standards: Critical incidents require manual response within 5 minutes, coordination call within 15 minutes, and resolution within 2 hours. • Coordinate with the Program Manager, technical directors, and Government stakeholders to ensure incidents are identified, escalated, and resolved in a timely and controlled manner. • Oversee and maintain operational monitoring platforms including Dynatrace and Splunk for observability across all platform environments. • Manage ServiceNow integration for incident tracking, service request fulfillment, and escalation procedures. • Maintain and update operational dashboards providing unified visibility across platform and tenant environments. • Produce and deliver weekly Service Request Response Time and Trend Reports, clearly identifying any SLA failures. • Ensure all staff are trained and prepared to recognize and respond to Critical and High service requests with urgency. • Develop and maintain incident response runbooks, escalation procedures, and root cause analysis documentation. • Coordinate with VA leadership and tenant application teams on operational health, incident status, and service restoration. Required Qualifications • Bachelor's degree in IT, Engineering, Cybersecurity, Business, or related field (4 additional years of relevant experience may substitute) • 12+ years of experience managing enterprise monitoring and incident response operations for complex, mission-critical systems • Demonstrated experience overseeing 24x7 operations and managing incident response in cloud-hosted or hybrid Federal environments • Hands-on experience with enterprise monitoring platforms including Dynatrace and Splunk • Experience with ITSM platforms, specifically ServiceNow, for incident tracking and change management • Strong leadership and communication skills for coordinating across technical teams and Government stakeholders during critical incidents Preferred Qualifications • Familiarity with AWS GovCloud, Kubernetes/EKS, and cloud-native monitoring architectures • Experience defining and managing SLA frameworks for enterprise cloud platforms • ITIL v4 certification or equivalent service management framework experience • Experience producing executive-level operational status reports and briefings Education: • Bachelor's degree in IT, Engineering, Cybersecurity, or Business (Required) Experience: • Enterprise IT monitoring and incident management: 12 years (Required) License/Certification: • ITIL v4 Foundation or higher (Preferred) • Dynatrace Associate (Preferred) Location and Ability to Commute: • Remote Security clearance: • Public Trust (Preferred) Pay: $141,313.00 - $166,250.00 per year Benefits: • 401(k) • 401(k) matching • Dental insurance • Health insurance • Health savings account • Life insurance • Paid time off • Parental leave • Professional development assistance • Referral program • Retirement plan • Tuition reimbursement • Vision insurance Education: • Bachelor's (Required) Experience: • Agile: 4 years (Preferred) • Enterprise IT monitoring and incident management: 10 years (Required) Language: • English (Required) License/Certification: • ITIL v4 Foundation or higher (Preferred) • Dynatrace Associate (Preferred) Security clearance: • Confidential (Preferred) Work Location: Remote