Junior Incident Manager — ITIL‑Driven Federal IT Ops Lead

ASM Research, An Accenture Federal Services Company; Dover (DE); Presencial; USD 62.000 - 106.000; Jornada completa

Descripción de la vacante

ASM Research, An Accenture Federal Services Company, seeks an Incident Manager to oversee the end-to-end IT incident lifecycle in a regulated federal environment. You will coordinate cross-functional teams, triage incidents by impact and urgency, and drive rapid restoration of services while maintaining governance across logging, escalation, and communications.

The role emphasizes incident trend analysis, root-cause reviews, and continuous improvement of incident workflows, tooling, and

Formación

• Bachelor’s degree in IT, CS, Business Admin, or related field, or equivalent relevant work experience.
• 1–3 years in IT operations or ITSM roles in enterprise or government environments.
• Foundational knowledge of incident management concepts, including impact/urgency-based prioritization, escalation paths, and SL targets.
• Experience with incident management processes and tools, preferably ServiceNow.
• Strong analytical, communication, and problem-solving skills.
• Ability to work under time pressure with cross-functional teams and vendors.
• Current secret security clearance.

Responsabilidades

• Lead coordination of incident response across IT teams using structured incident management workflows (ITIL-aligned).
• Monitor incident queues, SL performance, and priorities to resolve high-impact incidents.
• Administer and optimize ITSM platforms like ServiceNow for incident logging and escalation.
• Conduct post-incident reviews to identify root causes and preventive actions.
• Develop and maintain incident runbooks, templates, and escalation paths for major events.
• Interface with stakeholders to provide progress updates and recovery timelines.
• Analyze incident trends to recommend improvements in processes and tooling.
• Apply ITIL best practices to ensure standardization and continual service improvement.

Conocimientos

Incident management

IT service management

Analytical thinking

Communication

Vendor coordination

Security clearance

Educación

Bachelor’s degree in IT/CS or related field

Equivalent relevant work experience

Herramientas

ServiceNow

ITSM tools

Descripción del empleo

ASM Research, An Accenture Federal Services Company, seeks an Incident Manager to oversee the end-to-end IT incident lifecycle in a regulated federal environment. You will coordinate cross-functional teams, triage incidents by impact and urgency, and drive rapid restoration of services while maintaining governance across logging, escalation, and communications.

The role emphasizes incident trend analysis, root-cause reviews, and continuous improvement of incident workflows, tooling, and