Senior Major Incident Leader — ITIL-Driven Resilience

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

Job summary

ASM Research is seeking a Senior Incident Manager to lead major incident response across complex IT environments. The role ensures rapid service restoration, coordinates technical and business stakeholders, and advances ITIL‑4 driven improvements in mission‑critical operations.

You will direct cross‑functional teams, run war rooms, and maintain clear communications to leadership and users. 8+ years in IT operations or service management, ServiceNow experience, and ability to obtain a SECRET

Qualifications

• Bachelor’s degree in IT, Computer Science, Business, or a 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 (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.

Skills

Incident management

ITIL 4

Communication

Leadership

Analytical thinking

Education

Bachelor’s degree in IT, Computer Science, Business, or related field

Tools

ServiceNow

Job description

ASM Research is seeking a Senior Incident Manager to lead major incident response across complex IT environments. The role ensures rapid service restoration, coordinates technical and business stakeholders, and advances ITIL‑4 driven improvements in mission‑critical operations.

You will direct cross‑functional teams, run war rooms, and maintain clear communications to leadership and users. 8+ years in IT operations or service management, ServiceNow experience, and ability to obtain a SECRET