Senior Incident Commander – Enterprise IT Resilience

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

Job summary

ASM Research, An Accenture Federal Services Company seeks a Senior Incident Manager to lead major incident response across federal IT environments, ensuring rapid service restoration and effective stakeholder coordination.

The role requires ITIL 4 expertise, hands-on ITSM tool experience (ServiceNow), and strong communication to operate in mission-critical settings, including SECRET clearance requirements.

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 clear ownership of tasks and timelines.
• Facilitate war rooms and communicate timely, accurate updates 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 (network, identity, cloud, infrastructure) during restoration.
• Enforce incident classification, prioritization, and escalation criteria aligned with SLAs and federal requirements.
• Ensure accurate incident documentation and workflow in ServiceNow or similar platforms.
• Integrate incident activities with Problem Management, Change Enablement, Release Management, and Service Continuity.
• Analyze incident trends and coordinate post-incident reviews and remediation tracking.

Skills

Incident leadership

ITIL 4

Stakeholder coordination

Communication

Education

Bachelor’s degree in IT/CS or related field

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company seeks a Senior Incident Manager to lead major incident response across federal IT environments, ensuring rapid service restoration and effective stakeholder coordination.

The role requires ITIL 4 expertise, hands-on ITSM tool experience (ServiceNow), and strong communication to operate in mission-critical settings, including SECRET clearance requirements.