Incident Response Operations Lead

ASM Research, An Accenture Federal Services Company; Tallahassee (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

ASM Research in Tallahassee, FL, is seeking an Incident Response Coordinator to lead end-to-end IT incident management and rapid service restoration. You will coordinate across infrastructure, applications, cybersecurity, and vendors, maintain audit-ready documentation, and drive improvements from lessons learned.

The role requires 4–7 years in incident management with ITIL discipline, strong communication, and active SECRET clearance or ability to obtain one.

Qualifications

• Bachelor’s degree in information technology, Computer Science, Business Administration, or related field, or equivalent relevant work experience.
• 4–7 years of experience in incident management, incident response, or related IT operations roles with direct responsibility for coordinating multi‑party incident activities.
• Strong understanding of ITIL‑aligned incident management and structured incident response practices.
• Proficiency with IT service management platforms and monitoring solutions; ability to manage multiple incidents and communicate clearly in a high‑pressure operations center environment.
• Excellent problem‑solving, analytical, written, and verbal communication skills, with the ability to tailor content for both 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 end-to-end lifecycle of incidents, high-impact events, and multiple concurrent incidents; set priorities; assign actions; track progress through restoration; maintain disciplined status calls.
• Runbook & ITSM Execution: Ensure accurate categorization, CI linkage, documentation, and knowledge updates; maintain audit‑ready records/timelines, and capture key decisions, timelines, and impacts accurately.
• Telemetry‑Informed Engagement: Use monitoring/ITSM data to route incidents; engage infra/app/cyber/vendor dependencies.
• Communications & Handoffs: Provide structured internal messaging (leadership updates, stakeholder briefings, and status pages); manage shift handoffs and continuity of incident coordination.
• PIR Support & Improvement: Help lead PIRs; identify recurring patterns; update runbooks/workflows; track action closure.
• Escalation Discipline: Elevate deteriorating/unresolved incidents per SLA/escalation guidelines.
• Evidence Management: Collect/store key decisions, impact summaries, timelines for compliance/audits.
• Single point of contact: facilitate collaboration for IT incidents between infrastructure, application, cybersecurity, and vendor teams to drive timely resolution.
• IT service management platforms/ related monitoring tools: track incidents, verify remediation steps, and maintain accurate records required for audits, compliance reviews, and post‑incident analysis.
• Post‑incident reviews: participate by identifying systemic issues and recurring patterns, and translate lessons learned into updates to runbooks, workflows, and ITSM configurations.

Skills

Incident management

ITIL knowledge

Communication skills

Stakeholder coordination

Analytical skills

Education

Bachelor's degree or equivalent experience

Tools

ITSM platforms

Monitoring solutions

Documentation tools

Job description

ASM Research in Tallahassee, FL, is seeking an Incident Response Coordinator to lead end-to-end IT incident management and rapid service restoration. You will coordinate across infrastructure, applications, cybersecurity, and vendors, maintain audit-ready documentation, and drive improvements from lessons learned.

The role requires 4–7 years in incident management with ITIL discipline, strong communication, and active SECRET clearance or ability to obtain one.