Lead Major Incidents & War Rooms - 24x7 IT Ops

ASM Research, An Accenture Federal Services Company; Olympia (WA); On-site; USD 78,000 - 132,000; Full time

Job summary

ASM Research, an Accenture Federal Services company, seeks an experienced Major Incident Manager to lead end-to-end responses for high-priority IT incidents in a federal setting. You will triage, coordinate, escalate, and restore services while directing technical teams, vendors, and stakeholders.

Maintain incident playbooks, drive governance, and deliver executive updates. Strong ITIL knowledge and ServiceNow experience are essential; U.S. citizenship and SECRET clearance are required.

Qualifications

• Bachelor’s degree in IT, Computer Science, Business, or related field, or equivalent experience.
• 8+ years in IT operations or service management with major incident leadership experience.
• Strong knowledge of ITIL 4 incident management, escalation frameworks, and service-level management.
• Hands-on experience with enterprise ITSM platforms (ServiceNow preferred).
• Excellent communication, analytical, and problem-solving skills.
• Ability to obtain and maintain a SECRET clearance; U.S. citizenship required.

Responsibilities

• Lead end-to-end response for high-priority incidents, including triage, coordination, escalation, and service restoration.
• Direct technical teams, vendors, and business stakeholders, establishing clear ownership of tasks and timelines.
• Facilitate war rooms and ensure timely, accurate communications to leadership and impacted users.
• Enforce incident classification, prioritization, and escalation criteria aligned with enterprise SLAs and federal requirements.
• Ensure accurate incident documentation and workflow execution in ServiceNow or similar platforms.
• Mentor junior incident managers and service desk staff on escalation, communication, and analysis practices.

Skills

Incident management

IT operations

Communication

Stakeholder coordination

Leadership

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

Job description

ASM Research, an Accenture Federal Services company, seeks an experienced Major Incident Manager to lead end-to-end responses for high-priority IT incidents in a federal setting. You will triage, coordinate, escalate, and restore services while directing technical teams, vendors, and stakeholders.

Maintain incident playbooks, drive governance, and deliver executive updates. Strong ITIL knowledge and ServiceNow experience are essential; U.S. citizenship and SECRET clearance are required.