Lead Incident Response & ITSM Coordinator

ASM Research, An Accenture Federal Services Company; Des Moines (IA); On-site; USD 77,000 - 102,000; Full time

Job summary

ASM Research, an Accenture Federal Services company, seeks an Incident Response Coordinator to lead end-to-end IT incident response in a highly regulated federal environment, coordinating across infrastructure, applications, cybersecurity, and vendors to drive timely resolution.

You will organize response lifecycles, runbooks, and post-incident reviews, ensuring audit-ready documentation and clear leadership updates. Requires 4–7 years in incident management and active SECRET clearance.

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, including prioritization, escalation, and lifecycle management.
• 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 coordination

ITIL practices

Communication

High-pressure operations

Security clearance

Education

Bachelor's degree

Tools

ITSM platforms

Monitoring tools

Job description

ASM Research, an Accenture Federal Services company, seeks an Incident Response Coordinator to lead end-to-end IT incident response in a highly regulated federal environment, coordinating across infrastructure, applications, cybersecurity, and vendors to drive timely resolution.

You will organize response lifecycles, runbooks, and post-incident reviews, ensuring audit-ready documentation and clear leadership updates. Requires 4–7 years in incident management and active SECRET clearance.