Incident Response Lead — ITIL & 24x7 Ops

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks an Incident Manager to oversee the end-to-end lifecycle of IT incidents in a highly regulated federal IT environment. You will coordinate cross‑functional teams, triage incidents by impact and urgency, and restore services rapidly with minimal disruption.

You will monitor queues and SLAs, manage ITSM tools like ServiceNow, conduct post‑incident reviews, and develop runbooks and escalation paths.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 1–3 years in IT operations or incident coordination in enterprise or government environments.
• Foundational knowledge of incident management concepts, including impact/urgency prioritization, escalation paths, and SL targets.
• Experience with incident management processes and tools, preferably ServiceNow.
• Strong communication and problem‑solving skills; ability to work effectively under time pressure.
• Current secret security clearance.

Responsibilities

• Lead incident response coordination across infrastructure, applications, security, and service desk teams using ITIL‑aligned practices.
• Monitor incident queues, SLAs, and priority matrices to ensure timely resolution of high‑impact incidents and high‑visibility service requests.
• Administer and optimize ITSM platforms such as ServiceNow to support consistent incident logging, routing, escalation, and knowledge capture.
• Conduct post‑incident reviews to identify root causes, define corrective and preventive actions, and integrate lessons learned into problem and change management processes.
• Develop and maintain incident management runbooks, communication templates, and escalation paths for mission‑critical systems, ensuring clarity of roles and expectations during major events.
• Interface with business stakeholders and leadership to provide clear incident progress updates, impact assessments, recovery timelines, and post‑incident reporting.
• Analyze incident trend and performance metrics to recommend process, automation, and monitoring improvements that reduce recurrence and downtime.
• Apply ITIL Incident Management best practices to ensure standardization, compliance, and continual service improvement across the enterprise incident‑management lifecycle.

Skills

Analytical thinking

Communication skills

Problem solving

Time management

Team collaboration

Under pressure

Education

Bachelor’s degree in Information Technology/Computer Science or related field

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, seeks an Incident Manager to oversee the end-to-end lifecycle of IT incidents in a highly regulated federal IT environment. You will coordinate cross‑functional teams, triage incidents by impact and urgency, and restore services rapidly with minimal disruption.

You will monitor queues and SLAs, manage ITSM tools like ServiceNow, conduct post‑incident reviews, and develop runbooks and escalation paths.