Senior Incident Response Leader — 24x7 Operations

ASM Research, An Accenture Federal Services Company; Bismarck (ND); 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 for federal IT environments in the United States.

You will coordinate cross-functional technical teams, vendors and stakeholders, drive war rooms, and deliver timely executive communications while aligning with ITIL 4 and ITSM standards. Ability to obtain SECRET clearance required. Experience with 24x7 operations and federal compliance is preferred.

Qualifications

• Bachelor’s degree in IT, Computer Science, Business, or related field, or equivalent experience.
• 8+ years in IT operations or service management with significant 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 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 (network, identity, cloud, infrastructure).
• Maintain major incident playbooks and support tabletop exercises and readiness reviews.
• Mentor junior incident managers and service desk staff on escalation, communication, and analysis practices.

Skills

Incident management

ITIL 4

ServiceNow

Leadership

Communication

Security clearance

U.S. citizenship

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, seeks a Senior Incident Manager to lead major incident response for federal IT environments in the United States.

You will coordinate cross-functional technical teams, vendors and stakeholders, drive war rooms, and deliver timely executive communications while aligning with ITIL 4 and ITSM standards. Ability to obtain SECRET clearance required. Experience with 24x7 operations and federal compliance is preferred.