Incident Response Lead — ITIL‑Powered Operations

ASM Research, An Accenture Federal Services Company; Indianapolis (IN); 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 across enterprise environments. You will coordinate cross-functional teams, triage, prioritize, and restore services with minimal disruption to mission-critical systems.

You will drive continuous improvement by analyzing trends, conducting root cause reviews, and enhancing incident workflows, tooling, and reporting in a regulated federal IT setting.

Qualifications

• Bachelor’s degree in IT, CS, business or equivalent work experience.
• 1-3 years IT operations, service desk, incident coordination, or ITSM roles.
• Foundational knowledge of incident management concepts (impact/urgency, escalation, SLAs).
• Experience with ITSM tools, preferably ServiceNow.
• Current secret security clearance.

Responsibilities

• Lead incident response coordination across multiple teams using ITIL-aligned workflows.
• Monitor queues, SLAs, and priorities to resolve high‑impact incidents quickly.
• Administer ITSM platforms such as ServiceNow to log, route, and escalate incidents.
• Conduct post‑incident reviews and define preventive actions.
• Develop runbooks and escalation paths for major events.
• Provide stakeholders with incident progress, impact, and recovery timelines.
• Analyze trends to recommend process and tooling improvements.
• Apply ITIL practices to standardize and improve incident management.

Skills

IT operations

Incident coordination

ITIL/ITSM knowledge

Analytical skills

Communication skills

Security clearance

Education

Bachelor’s degree in IT/CS/Biz Admin or equivalent

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 across enterprise environments. You will coordinate cross-functional teams, triage, prioritize, and restore services with minimal disruption to mission-critical systems.

You will drive continuous improvement by analyzing trends, conducting root cause reviews, and enhancing incident workflows, tooling, and reporting in a regulated federal IT setting.