Rising Incident Response Lead

ASM Research, An Accenture Federal Services Company; Carson City (NV); On-site; USD 90,000 - 130,000; Full time

Job summary

ASM Research is seeking an Incident Manager to oversee the end-to-end lifecycle of IT incidents in a highly regulated federal IT environment, ensuring rapid restoration of services and minimal disruption to mission‑critical systems. You will coordinate cross‑functional teams, vendors, and stakeholders, applying ITIL‑aligned governance.

Responsibilities include triage, prioritization, post‑incident reviews, runbooks, and reporting.

Qualifications

• Bachelor's degree or equivalent in IT or related field.
• 1–3 years of IT operations, service desk, incident coordination, or related ITSM roles in enterprise/government.
• Foundational knowledge of incident management concepts (impact/urgency, escalation, SLAs).
• Experience with ITSM tools, preferably ServiceNow.
• Strong analytical, communication, and problem-solving skills.
• Current secret security clearance.

Responsibilities

• Lead coordination of incident response across infrastructure, application, security, and service desk teams using ITIL‑aligned practices.
• Monitor incident queues, SLAs, and priority matrices to ensure timely resolution of high‑impact incidents.
• Administer and optimize ITSM platforms such as ServiceNow to support incident logging, routing, escalation, and knowledge capture.
• Conduct post‑incident reviews to identify root causes and define corrective actions.
• Develop and maintain incident runbooks, templates, and escalation paths for mission‑critical systems.
• Interface with business stakeholders and leadership to provide incident progress updates and recovery timelines.
• Analyze incident trends to recommend process, automation, and monitoring improvements.
• Apply ITIL best practices to ensure standardized lifecycle and continual service improvement across the enterprise.

Skills

ITIL Incident Management

Incident coordination

ServiceNow

Stakeholder communication

Vendor coordination

Analytical skills

Problem solving

Security clearance (Secret)

Education

Bachelor's degree or equivalent (IT/CS/Business)

Tools

ServiceNow

Job description

ASM Research is seeking an Incident Manager to oversee the end-to-end lifecycle of IT incidents in a highly regulated federal IT environment, ensuring rapid restoration of services and minimal disruption to mission‑critical systems. You will coordinate cross‑functional teams, vendors, and stakeholders, applying ITIL‑aligned governance.

Responsibilities include triage, prioritization, post‑incident reviews, runbooks, and reporting.