Incident Response Lead (ITIL & ITSM)

ASM Research, An Accenture Federal Services Company; Oklahoma City (OK); 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 environment. You will coordinate cross-functional teams, ensure rapid restoration of services, and maintain governance for incident logging and communications.

The role requires a Bachelor’s degree, 1–3 years in IT operations, ServiceNow experience, and a current secret clearance.

Qualifications

• Bachelor’s degree or equivalent relevant work experience.
• 1–3 years of IT operations or incident coordination experience.
• Security clearance (secret) required.

Responsibilities

• Lead coordination of incident response across IT teams using ITIL-aligned practices.
• Monitor queues, SLAs, and priority matrices for high-impact incidents.
• Administer ITSM platforms like ServiceNow for incident tracking and routing.
• Conduct post-incident reviews and implement corrective actions.
• Develop runbooks and escalation paths for major events.
• Communicate incident progress and impact to leadership and stakeholders.
• Analyze trends to recommend process improvements and automation.
• Apply ITIL Incident Management best practices for standardization and governance.

Skills

Incident coordination

Cross-functional collaboration

Communication

Analytical thinking

Education

Bachelor's degree

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 environment. You will coordinate cross-functional teams, ensure rapid restoration of services, and maintain governance for incident logging and communications.

The role requires a Bachelor’s degree, 1–3 years in IT operations, ServiceNow experience, and a current secret clearance.