Major Incident Response Lead – 24x7 Operations

ASM Research, An Accenture Federal Services Company; Montpelier (VT); 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 critical incidents in a federal context. You will coordinate technical teams, vendors, and stakeholders, drive service restoration, and maintain incident playbooks.

The role focuses on ITIL-aligned governance, accurate documentation in ServiceNow, and collaboration across 24x7 operations to improve resilience and service value.

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 ownership of tasks and timelines.
• Facilitate war rooms and ensure timely, accurate communications to leadership and impacted users.
• Drive restoration efforts based on business impact and mission outcomes.
• Validate full-service recovery with service owners and mission stakeholders.
• Coordinate all service dependencies during restoration.
• 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.
• Integrate incident activities with Problem Management, Change Enablement, Release Management, and Service Continuity.
• Partner with engineering, monitoring, and operations teams to improve alerting, automation, runbooks, and resilience.
• Analyze incident trends, service value-stream performance, and operational bottlenecks to recommend improvements.
• Support post-incident reviews, root-cause summaries, and long-term remediation tracking.
• Maintain major incident playbooks and support tabletop exercises and readiness reviews.
• Mentor junior incident managers and service desk staff on escalation, communication, and analysis practices.
• Prepare executive reports, timelines, and briefings for governance bodies.

Skills

Incident leadership

ITIL 4

ServiceNow

Communication

Problem solving

Collaboration

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

Job description

ASM Research, an Accenture Federal Services Company, seeks an experienced Major Incident Manager to lead end-to-end responses for critical incidents in a federal context. You will coordinate technical teams, vendors, and stakeholders, drive service restoration, and maintain incident playbooks.

The role focuses on ITIL-aligned governance, accurate documentation in ServiceNow, and collaboration across 24x7 operations to improve resilience and service value.