Senior Major Incident Leader – IT Operations

ASM Research, An Accenture Federal Services Company; Denver (CO); Sur place; USD 78 000 - 132 000; Plein temps

Résumé du poste

ASM Research, An Accenture Federal Services Company, seeks an experienced Major Incident Manager to lead end-to-end responses for high-priority incidents, coordinate cross-functional teams, and ensure timely communications to leadership and impacted users.

You will drive restoration efforts, validate recovery with stakeholders, and integrate incident activities with Problem, Change, Release, and Service Continuity. Strong ITIL 4 and ServiceNow skills are required.

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.

Responsabilités

• 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 (network, identity, cloud, infrastructure) during restoration.
• Enforce incident classification, prioritization, and escalation criteria aligned with enterprise SLAs and federal requirements.
• Ensure accurate incident documentation and workflow execution 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.

Connaissances

Incident leadership

ITIL 4 knowledge

Communication

Problem solving

Formation

Bachelor's degree in IT / CS / Business or related field

Outils

ServiceNow

Description du poste

ASM Research, An Accenture Federal Services Company, seeks an experienced Major Incident Manager to lead end-to-end responses for high-priority incidents, coordinate cross-functional teams, and ensure timely communications to leadership and impacted users.

You will drive restoration efforts, validate recovery with stakeholders, and integrate incident activities with Problem, Change, Release, and Service Continuity. Strong ITIL 4 and ServiceNow skills are required.