Major Incident Commander | 24x7 Resilience Leader

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

Job summary

ASM Research, an Accenture Federal Services company, is seeking an experienced Major Incident Manager to lead end-to-end incident response and service restoration for critical operations. This role requires coordinating cross-functional teams, vendors, and stakeholders to meet enterprise SLAs and federal requirements.

The ideal candidate has 8+ years in IT operations or service management with strong ITIL 4 knowledge and hands-on ServiceNow experience. A SECRET clearance and U.S.

Qualifications

• Bachelor’s degree in IT, CS, Business, or related field or equivalent experience.
• 8+ years in IT operations or service management with major incident leadership.
• Strong knowledge of ITIL 4 incident management and SLA concepts.
• 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 ownership and timelines.
• Facilitate war rooms and provide timely, accurate leadership communications.

Skills

Incident management

ITIL 4

ServiceNow

Stakeholder leadership

Communication

Clear escalation

SECRET clearance

Education

Bachelor’s degree or equivalent

Job description

ASM Research, an Accenture Federal Services company, is seeking an experienced Major Incident Manager to lead end-to-end incident response and service restoration for critical operations. This role requires coordinating cross-functional teams, vendors, and stakeholders to meet enterprise SLAs and federal requirements.

The ideal candidate has 8+ years in IT operations or service management with strong ITIL 4 knowledge and hands-on ServiceNow experience. A SECRET clearance and U.S.