Rising Incident Response Manager

ASM Research, An Accenture Federal Services Company; Jackson (MS); Sur place; USD 62 000 - 106 000; Plein temps

Résumé du poste

ASM Research, An Accenture Federal Services Company, seeks an Incident Manager to oversee the end-to-end lifecycle of IT incidents in a federal environment. You will coordinate multi‑discipline teams, triage incidents by impact and urgency, and ensure rapid service restoration with governance over logging, escalation, and communications.

Key responsibilities include leading cross-functional incident response, optimizing ITSM workflows in ServiceNow, and conducting post‑incident reviews to drive

Qualifications

• Bachelor’s degree or equivalent experience in IT, CS, business or related field.
• 1–3 years in IT operations, service desk, incident coordination, or ITSM roles in enterprise/government environments.
• Foundational knowledge of incident management: impact/urgency prioritization, escalation paths, SL targets.
• Experience with incident management processes and tools, preferably ServiceNow.

Responsabilités

• Lead coordination of incident response across infrastructure, application, security, and service desk teams using ITIL-aligned practices.
• Monitor incident queues, SL performance, and priority matrices for timely resolution of high-impact incidents.
• Administer and optimize ITSM platforms such as ServiceNow for incident recording, 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 leadership to provide incident progress updates, impact assessments, and post-incident reporting.
• Analyze incident trends to recommend process, automation, and monitoring improvements.
• Apply ITIL Incident Management practices to ensure standardization and continual service improvement.

Connaissances

Incident management concepts

Incident coordination

Cross-functional collaboration

Secret clearance

Formation

Bachelor's degree or equivalent work experience

Outils

ServiceNow

Description du poste

ASM Research, An Accenture Federal Services Company, seeks an Incident Manager to oversee the end-to-end lifecycle of IT incidents in a federal environment. You will coordinate multi‑discipline teams, triage incidents by impact and urgency, and ensure rapid service restoration with governance over logging, escalation, and communications.

Key responsibilities include leading cross-functional incident response, optimizing ITSM workflows in ServiceNow, and conducting post‑incident reviews to drive