Summary The position is in the Department of Veterans Affairs, Office of Information & Technology, Development, Security & Operations, Incident & Problem Management. The purpose of the position is to supervise the full range of duties associated with the systems analysis & customer support for all Major Incidents related to Information Technology service outages, degradation of services, & unplanned service disruptions that negatively impact the VA's nationwide plans, goals, & mission effectiveness. Responsibilities Please note, there may or may not be actual/projected vacancies when you submit your application. Your resume and any supporting documentation will be retained with other applicants and reviewed as vacancies occur. You will not receive a notice regarding your application's status other than the initial acknowledgment until a request is received to fill a position. We will refer qualified applicants to the selecting official for consideration. The organization's hiring need will determine the referral of additional applicants. Applicants will be notified about their application's status if referred or if we fill all vacancies. Major Duties include: Supervisory responsibility for all administrative, operational, and planning activities of the staff and programs assigned. Provides direct supervision to all staff assigned to include Shift Leads, Incident Managers, and Incident Coordinators. Creates an environment where staff solves problems at the lowest possible level of the organization and can work across the teams to solve problems. Leads, coordinates, communicates, and integrates Major Incident Management services across the OIT and/or subordinate organizations and is accountable for the overall success of assigned duties and responsibilities and ensuring organizational goals are aligned with critical ECO, DevSecOps and agency priorities. Responsible for ensuring the work efforts of assigned staff achieve the outcomes specified within DevSecOps and the agency's business strategy. Responds to crises or urgent situations within the pertinent domain to mitigate immediate and potential threats. Oversees and communicates systematic analytical approach to collect, organize and interpret data, and information to maintain 24/7 operational situational awareness of current and emerging threats. Contains the incident, including isolation and characterization. Directs mitigation, preparedness, response and recovery approaches as needed, to maximize information security. Creates and maintains processes and work flows for standard response activities. Communicates regularly through face-to-face, e-mail, online collaboration, video conference, and telephonic methods with customers, IT professionals, vendors, and all levels of management and agency officials to identify incident roles, problem to be solved, actionable events, resolution goals, and expected service levels. This includes active and daily participation and facilitation of teleconferences, online meetings, and presentations to multiple levels of Senior Executive Service (SES) leadership and other stakeholders requiring expert oral communication skills to report ongoing IT Service outages, business impact, duration of outage or degradation of service, troubleshooting efforts, and actions taken to restore services. Work Schedule: Monday -Thursday,10pm - 8:30am ; Tuesday - Saturday, 3pm-11:30pm Compressed/Flexible: As determined by the Agency Policy. Virtual: This is not a virtual position. Position Description/PD#: Supv IT Spec (Plcypln/Custspt)/PD18572A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Promotion Potential: This position is at full performance level. Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959. You may be required to serve a probationary period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/19/2024. You may qualify based on your experience as described below: BASIC QUALS: This standard allows eligibility through meeting either the requirements specified in the section titled Education or the requirements specified in the section titled Experience. Education: All academic degrees and coursework must be from accredited or pre-accredited institutions Undergraduate or Graduate Education: Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks. OR Experience - Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. For all positions individuals must have IT-related experience demonstrating each of the four competencies listed below. The employing agency is responsible for identifying the specific level of proficiency required for each competency at each grade level based on the requirements of the position being filled. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations AND Specialized Experience: You must possess at least one (1) year of specialized experience equivalent to the next lower level (GS-12) in Federal Service. Experience managing unscheduled service interruptions, including written notifications, resource gathering, telephonic bridge communication, technical research and investigative analysis; Developing IT SOPs, desk references and/or policies; Participating in the planning of strategic goals as they relate to the management of major incidents. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Education A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Education must be from an accredited institution recognized by the U.S. Department of Education. For additional information, refer to the U.S. Department of Education web site at http://www.ed.gov. Submit a copy of your college transcript (unofficial is acceptable) or you may submit a list with all of your courses, grades, semester, year, and credit for the courses. Foreign Education: Education completed in foreign colleges or universities may be used to meet Federal qualification requirements if you can show that your foreign education is comparable to education received in accredited educational institutions in the United States. For example, specific courses accepted for college-level credit by an accredited U.S. college or university, or foreign education evaluated by an organization recognized for accreditation by the Department of Education as education equivalent to that gained in an accredited U.S. college or university. It is your responsibility to provide such evidence with your application. See Recognition of Foreign Qualifications for more information. All materials must be submitted by the closing date of the announcement. Additional Information The Fair Chance to Compete for Jobs Act (or the Act) prohibits the Department of Veterans Affairs (VA) from requesting applicant criminal history record information before extending a conditional or tentative offer of employment. In accordance with 5 U.S.C § 9202(c) and 5 C.F.R § 920.201 certain positions are exempt from the provisions of the Act. Applicants who believe they have been subjected to a violation of the Act, may submit a written complaint within 30 calendar days of the date of the alleged non-compliance to VA at vacofairchanceact@va.gov. Applicant written complaints should include the following: Administration name: Veterans Benefits Administration (VBA), Veterans Health Administration (VHA), National Cemetery Administration (NCA) or VA Central Office (VACO) (for example, Human Resources Service Center). Office name, employee name and contact information or contractor who made contact (if known). Date of contact. Details regarding the job opportunity announcement applied to, and copies of any documents or other evidence related to the complaint. Visit Office of the Chief Human Capital Officer (OCHCO) (va.gov) for more information. The Career Transition Assistance Plan (CTAP) and ICTAP provides eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified (have a final rating of 85 or more) for this vacancy. Information about CTAP/ICTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. This job opportunity announcement may be used to fill additional vacancies. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members. For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.