Incident Manager: ITIL-Driven 24/7 Federal Operations Lead

ASM Research, An Accenture Federal Services Company; Concord (NH); On-site; USD 62,000 - 106,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking an Incident Manager to oversee end-to-end IT incident lifecycles in a highly regulated federal IT environment. You will coordinate cross-functional teams, triage and resolve incidents based on impact and urgency, and drive governance of incident logging, escalation, and communications.

Responsibilities include maintaining ITSM platforms like ServiceNow, conducting root-cause analyses, and leading post-incident reviews to implement

Qualifications

• Bachelor’s degree or equivalent work experience in IT/related field.
• Experience coordinating IT incidents in enterprise or government environments.
• Ability to prioritize by impact/urgency and manage escalations.

Responsibilities

• Lead cross-functional incident response across IT teams and vendors.
• Monitor queues, SLAs, and priority matrices for high-impact incidents.
• Administer and optimize ITSM tooling such as ServiceNow to improve workflows.
• Conduct post-incident reviews and drive preventive actions.
• Develop runbooks and escalation paths for major events.
• Provide clear progress updates to stakeholders and leadership.
• Analyze trends and recommend improvements to reduce downtime.
• Apply ITIL practices to ensure governance and continual improvement.

Skills

Incident management

ITIL principles

ServiceNow

Stakeholder communication

Problem solving

Education

Bachelor’s degree in IT, CS, Business Admin or related field

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, is seeking an Incident Manager to oversee end-to-end IT incident lifecycles in a highly regulated federal IT environment. You will coordinate cross-functional teams, triage and resolve incidents based on impact and urgency, and drive governance of incident logging, escalation, and communications.

Responsibilities include maintaining ITSM platforms like ServiceNow, conducting root-cause analyses, and leading post-incident reviews to implement