Incident Response Lead (Secret Clearance)

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

Job summary

ASM Research, An Accenture Federal Services Company is seeking an Incident Manager to oversee the end-to-end lifecycle of IT incidents in a federal IT environment. You will coordinate cross-functional teams, apply ITIL practices, and ensure rapid restoration of services with minimal disruption to mission‑critical systems.

You will monitor queues, escalations, and change workflows, conduct post-incident reviews, and drive continuous improvement in incident handling and reporting.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent relevant work experience.
• 1–3 years of experience in IT operations, service desk, incident coordination, or related IT service management roles in enterprise or government environments.
• Foundational knowledge and practical experience with incident management concepts, including impact/urgency‑based prioritization, escalation paths, and service‑level targets.
• Experience working with incident management processes and tools, preferably within an enterprise ITSM platform such as ServiceNow.
• Strong analytical, communication, and problem‑solving skills, with the ability to work effectively and collaboratively with technical teams, stakeholders, and vendors under time pressure.
• Demonstrated ability to manage and resolve IT incidents promptly and efficiently, ensuring minimal disruption to IT services in a mission‑focused environment.
• Candidates must possess a current secret security clearance.

Responsibilities

• Lead coordination of incident response across infrastructure, application, security, and service desk teams using structured incident management workflows and ITIL‑aligned practices.
• Monitor incident queues, service‑level performance, and priority matrices to ensure timely resolution of high‑impact incidents and high‑visibility service requests.
• Administer and optimize IT service management (ITSM) platforms such as ServiceNow to support consistent incident recording, 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

Incident management

ITIL

Communication

Problem solving

Education

Bachelor’s degree in IT/CS/Business or related field

Tools

ServiceNow

ITSM platforms

Job description

ASM Research, An Accenture Federal Services Company is seeking an Incident Manager to oversee the end-to-end lifecycle of IT incidents in a federal IT environment. You will coordinate cross-functional teams, apply ITIL practices, and ensure rapid restoration of services with minimal disruption to mission‑critical systems.

You will monitor queues, escalations, and change workflows, conduct post-incident reviews, and drive continuous improvement in incident handling and reporting.