Senior Incident Commander — 24/7 War Room Leader

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

Job summary

ASM Research, An Accenture Federal Services Company in Austin, TX, seeks an experienced Major Incident Manager to lead end-to-end incident response, coordinate cross-functional technical teams and vendors, and communicate status to leadership and affected users during outages.

The role focuses on restoration, governance, and continuous improvement—enforcing ITIL incident management, documenting workflows in ServiceNow, and integrating with problem, change, and release processes.

Qualifications

• 8+ years in IT operations or service management with major incident leadership experience.
• Strong knowledge of ITIL 4 incident management, escalation frameworks, and SLA management.
• Hands-on experience with enterprise ITSM platforms (ServiceNow preferred).
• Excellent communication, analytical, and problem-solving skills.
• U.S. citizenship and ability to obtain/maintain SECRET clearance.

Responsibilities

• Lead end-to-end response for high-priority incidents, including triage, coordination, escalation, and service restoration.
• Direct technical teams, vendors, and stakeholders with clear ownership and timelines.
• Facilitate war rooms and provide timely updates to leadership and impacted users.
• Drive restoration efforts and validate full recovery with service owners and mission stakeholders.
• Enforce incident classification/escalation criteria and integrate with Problem/Change/Release/Service Continuity.

Skills

ITIL 4

ServiceNow

Leadership

Communication

Education

Bachelor's degree in IT/CS/Business

Tools

ServiceNow

Incident management tools

Job description

ASM Research, An Accenture Federal Services Company in Austin, TX, seeks an experienced Major Incident Manager to lead end-to-end incident response, coordinate cross-functional technical teams and vendors, and communicate status to leadership and affected users during outages.

The role focuses on restoration, governance, and continuous improvement—enforcing ITIL incident management, documenting workflows in ServiceNow, and integrating with problem, change, and release processes.