Incident Response Coordinator

asmexternalcareersite; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

ASM Research is seeking an Incident Manager to oversee the end-to-end lifecycle of IT incidents in a federal enterprise environment. You will coordinate cross‑functional teams, triage by impact and urgency, and restore services rapidly with governance for incident logging, escalation, and communications in ITSM processes.

Responsibilities include post‑incident reviews, root‑cause analysis, and driving improvements to incident workflows, tooling, and reporting while maintaining ITIL alignment and

Qualifications

• Bachelor's degree or equivalent experience in IT/CS/Business or related field.
• 1–3 years in IT operations, service desk, incident coordination, or ITSM roles in enterprise/government environments.
• Experience with incident management concepts: impact/urgency prioritization, escalation paths, and SLTs, plus ServiceNow experience.

Responsibilities

• Lead coordination of incident response across infrastructure, application, security, and service desk teams using ITIL-aligned practices.
• Monitor incident queues, SLAs, and priority matrices to ensure timely resolution of high-impact incidents.
• Administer ITSM platforms such as ServiceNow to support incident recording, routing, escalation, and knowledge capture.
• Conduct post-incident reviews to identify root causes and define corrective actions.
• Develop and maintain incident runbooks, templates, and escalation paths for major events.
• Interface with stakeholders and leadership to provide incident progress updates and post-incident reporting.
• Analyze incident trends to recommend process, automation, and monitoring improvements.
• Apply ITIL Incident Management practices to ensure standardization and continual improvement.

Skills

Incident management

ITIL

Stakeholder communication

Analytical thinking

Problem solving

Education

Bachelor's degree in IT/CS/Business or related

Tools

ServiceNow

Job description

ASM Research is seeking an Incident Manager to oversee the end-to-end lifecycle of IT incidents in a federal enterprise environment. You will coordinate cross‑functional teams, triage by impact and urgency, and restore services rapidly with governance for incident logging, escalation, and communications in ITSM processes.

Responsibilities include post‑incident reviews, root‑cause analysis, and driving improvements to incident workflows, tooling, and reporting while maintaining ITIL alignment and