Incident Response Coordinator — ITIL‑Driven Ops

ASM Research, An Accenture Federal Services Company; Baton Rouge (LA); On-site; USD 77,000 - 102,000; Full time

Job summary

ASM Research, an Accenture Federal Services company, seeks an Incident Response Coordinator to lead end-to-end IT incident management, coordinating across infrastructure, applications, cybersecurity, and vendors to restore services quickly. The role emphasizes audit-ready documentation, escalation discipline, and continuous process improvement in a highly regulated federal environment.

The coordinator reports to Senior Coordinators and the Senior Incident Manager, maintaining clear status

Qualifications

• Bachelor’s degree or equivalent in information technology, computer science, business administration, or related field.
• 4–7 years of experience in incident management, incident response, or related IT operations roles coordinating multi-party activities.
• Strong ITIL-aligned incident management and structured incident response practices, including prioritization, escalation, and lifecycle management.
• Proficiency with IT service management platforms and monitoring solutions; ability to manage multiple incidents in a high-pressure operations center.
• Excellent problem-solving, analytical, written, and verbal communication skills for technical staff and business leadership.
• Active SECRET clearance or ability to obtain and maintain required background investigation; U.S. citizenship required.

Responsibilities

• Operational Coordination: Organize response efforts across the full lifecycle of incidents; set priorities; assign actions; track progress to restoration; maintain status calls.
• Runbook & ITSM Execution: Ensure accurate categorization, CI linkage, documentation, and knowledge updates; maintain audit-ready records.
• Telemetry-Informed Engagement: Use monitoring/ITSM data to route incidents; engage dependencies.
• Communications & Handoffs: Provide structured internal messaging; manage shift handoffs and continuity of incident coordination.
• PIR Support & Improvement: Help lead post-incident reviews; identify recurring patterns; update runbooks/workflows.
• Escalation Discipline: Elevate deteriorating/unresolved incidents per SLA/guidelines.
• Evidence Management: Collect/store key decisions and timelines for audits.
• Single point of contact: facilitate collaboration across teams to drive timely resolution.
• ITSM platforms/monitoring tools: track incidents, verify remediation steps, maintain audit-ready records.
• Post-incident reviews: identify systemic issues and translate lessons learned into updates to processes.

Skills

Incident coordination

Incident management

ITIL

Communication

Problem solving

Multi-party coordination

Documentation

Education

Bachelor’s degree or equivalent

Information Technology/CS/Business Admin

Tools

ITSM platforms

Monitoring solutions

Job description

ASM Research, an Accenture Federal Services company, seeks an Incident Response Coordinator to lead end-to-end IT incident management, coordinating across infrastructure, applications, cybersecurity, and vendors to restore services quickly. The role emphasizes audit-ready documentation, escalation discipline, and continuous process improvement in a highly regulated federal environment.

The coordinator reports to Senior Coordinators and the Senior Incident Manager, maintaining clear status