Senior Incident Manager – Enterprise Resilience Lead

ASM Research, An Accenture Federal Services Company; Washington (District of Columbia); On-site; USD 78,000 - 132,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Senior Incident Manager to lead major incident responses across federal IT environments in Washington, DC. You will coordinate technical and business stakeholders, drive timely service restoration, and champion continual improvement of incident processes.

The role requires ITIL 4 expertise, extensive leadership experience, and the ability to operate in mission-critical settings with federal compliance requirements.

Qualifications

• Bachelor’s degree in IT, CS, 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 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 ensure timely, accurate communications 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 during restoration.
• Enforce incident classification, prioritization, and escalation criteria aligned with SLAs and federal requirements.
• Ensure accurate incident documentation and workflow in ServiceNow.
• Integrate incident activities with Problem Management, Change Enablement, Release Management, and Service Continuity.
• Partner with engineering, monitoring, and operations teams to improve alerting, automation, runbooks, and resilience.
• Analyze incident trends and bottlenecks to recommend improvements.
• Support post-incident reviews, root-cause summaries, and long-term remediation tracking.
• Maintain major incident playbooks and support tabletop exercises and readiness reviews.
• Mentor junior incident managers and service desk staff on escalation and analysis practices.
• Prepare executive reports and briefings for governance bodies.

Skills

ITIL 4

Major incident leadership

Stakeholder communications

Incident lifecycle

ServiceNow

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Senior Incident Manager to lead major incident responses across federal IT environments in Washington, DC. You will coordinate technical and business stakeholders, drive timely service restoration, and champion continual improvement of incident processes.

The role requires ITIL 4 expertise, extensive leadership experience, and the ability to operate in mission-critical settings with federal compliance requirements.