Junior IT Escalation Coordinator - Incident Management

asmexternalcareersite; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

ASM Research seeks a Junior Escalation Manager to coordinate incident escalations in a federal environment. You will validate priorities, route issues to resolver groups, and maintain ownership for follow-up while ensuring timely communications and adherence to ITIL and incident management practices.

The role emphasizes cross‑functional collaboration, bridge call support, and thorough documentation to support traceability, quality, and continuous improvement in mission‑critical systems.

Qualifications

• Bachelor’s degree (or equivalent) in IT, CS, or related field.
• 0–3 years of IT support or incident management experience.
• Foundational ITIL principles and familiarity with ITSM tools.
• Strong problem solving, communication, and teamwork; able to handle multiple incidents.

Responsibilities

• Apply escalation management concepts to determine when to initiate functional and hierarchical escalations for time‑sensitive or unresolved incidents.
• Review incident details to validate priority, impact, and completeness, then route escalated issues to the appropriate technical or business resolver groups while maintaining ownership for follow‑up.
• Monitor service‑level targets for escalated tickets, identify risks of SLA breach, and prompt timely action from technical teams to restore services.
• Document escalation cases, including timelines, stakeholders, actions taken, decisions made, and final outcomes, to support federal guidelines for traceability, quality, and audit requirements, root‑cause analysis, and continuous improvement.
• Support cross‑functional participation in resolving customer‑impacting issues by assisting with bridge call organization, capturing meeting notes, and summarizing next steps.
• Use ITSM tools to track escalations throughout their lifecycle and contribute to reporting on escalation volume, resolution time, SLA compliance, and recurring issue patterns.
• Collaborate with senior escalation or incident response personnel to ensure adherence to escalation models, communication standards, and incident management processes.

Skills

ITIL knowledge

Incident management

Communication skills

Multitasking

Education

Bachelor's degree or equivalent

Tools

ITSM tools

Job description

ASM Research seeks a Junior Escalation Manager to coordinate incident escalations in a federal environment. You will validate priorities, route issues to resolver groups, and maintain ownership for follow-up while ensuring timely communications and adherence to ITIL and incident management practices.

The role emphasizes cross‑functional collaboration, bridge call support, and thorough documentation to support traceability, quality, and continuous improvement in mission‑critical systems.