Senior Major Incident Leader

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking an accomplished Major Incident Manager to lead end-to-end response for high-priority incidents and coordinate cross‑functional teams across federal IT services in a fast-paced environment.

The role focuses on restoration, governance, and continuous improvement, requiring 8+ years in IT operations and strong ITIL knowledge. U.S. citizenship and SECRET clearance are prerequisites for this position.

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.
• 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.
• Partner with engineering, monitoring, and operations teams to improve alerting, automation, runbooks, and resilience.
• Analyze incident trends, service value‑stream performance, and operational 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, communication, and analysis practices.
• Prepare executive reports, timelines, and briefings for governance bodies.

Skills

Incident leadership

ITIL 4 knowledge

Communication

Analytical skills

Problem solving

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, is seeking an accomplished Major Incident Manager to lead end-to-end response for high-priority incidents and coordinate cross‑functional teams across federal IT services in a fast-paced environment.

The role focuses on restoration, governance, and continuous improvement, requiring 8+ years in IT operations and strong ITIL knowledge. U.S. citizenship and SECRET clearance are prerequisites for this position.