Senior Major Incident Leader — ITIL & 24x7 Ops

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking an experienced Major Incident Manager to lead end-to-end response for critical incidents, coordinate technical teams and stakeholders, and ensure timely communications to leadership. The role emphasizes ITIL 4 practices, ServiceNow workflows, and cross-functional collaboration across network, identity, cloud, and infrastructure domains.

The ideal candidate has 8+ years in IT operations or service management, a strong ITIL

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 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 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.

Skills

Incident leadership

ITIL 4

ServiceNow

Communication

Analytical thinking

Problem solving

Security clearance

Education

Bachelor’s degree in IT/CS/Business

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, is seeking an experienced Major Incident Manager to lead end-to-end response for critical incidents, coordinate technical teams and stakeholders, and ensure timely communications to leadership. The role emphasizes ITIL 4 practices, ServiceNow workflows, and cross-functional collaboration across network, identity, cloud, and infrastructure domains.

The ideal candidate has 8+ years in IT operations or service management, a strong ITIL