Senior Incident Commander 24/7 Major Incident Leader

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

Job summary

ASM Research seeks an experienced Major Incident Manager to lead end-to-end response for high-priority IT incidents within federal environments. You will coordinate technical teams, vendors, and business stakeholders, run war rooms, and communicate timelines to leadership and users.

You will drive service restoration, ensure alignment with ITIL 4 frameworks, and integrate incident activities with problem, change, and release processes. A SECRET clearance is required; US citizenship is mandatory.

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.
• Strong knowledge of ITIL 4 incident management, escalation, and SLAs.
• 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 restoration.
• Direct technical teams, vendors, and stakeholders with clear ownership and timelines.
• Facilitate war rooms and communicate timelines to leadership and impacted users.
• Drive restoration efforts and validate full-service recovery with owners and mission stakeholders.
• Coordinate dependencies during restoration across network, identity, cloud, and infrastructure.
• Mentor junior staff and prepare executive reports for governance.

Skills

ITIL 4 Incident Management

Major Incident Leadership

Communication Skills

ServiceNow

Security Clearance (SECRET)

Analytical Problem-Solving

Education

Bachelor’s degree in IT/CS/Business or related field

Equivalent experience considered

Tools

ServiceNow Platform

Incident Management Tools

Job description

ASM Research seeks an experienced Major Incident Manager to lead end-to-end response for high-priority IT incidents within federal environments. You will coordinate technical teams, vendors, and business stakeholders, run war rooms, and communicate timelines to leadership and users.

You will drive service restoration, ensure alignment with ITIL 4 frameworks, and integrate incident activities with problem, change, and release processes. A SECRET clearance is required; US citizenship is mandatory.