Senior Major Incident Response Lead

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Senior Incident Manager to lead major incident response across complex enterprise IT environments. You will coordinate technical teams and business stakeholders to restore services rapidly and drive continual improvement in the incident lifecycle.

The role requires strong ITIL 4 expertise, cross-functional leadership, and the ability to manage high-severity operational events in mission-critical environments, including governance,

Qualifications

• Bachelor’s degree or equivalent experience in IT, CS, or related field.
• 8+ years in IT operations or service management with major incident leadership experience.
• Strong knowledge of ITIL 4 incident management and escalation frameworks.
• Hands-on experience with enterprise ITSM platforms (ServiceNow preferred).
• Excellent communication, analytical, and problem-solving skills.

Responsibilities

• Lead end-to-end response for high-priority incidents, including triage, coordination, escalation, and service restoration.
• Direct technical teams, vendors, and business stakeholders with clear ownership of tasks and timelines.
• Facilitate war rooms and ensure timely, accurate leadership communications and user updates.
• 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 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 and bottlenecks to recommend improvements.
• Support post-incident reviews, root-causes, and long-term remediation tracking.
• Maintain major incident playbooks and readiness reviews.
• Mentor junior incident managers and service desk staff on escalation, communication, and analysis practices.
• Prepare executive reports, timelines, and governance briefings.

Skills

Leadership

Communication

Analytical thinking

Problem solving

ITIL 4 knowledge

Education

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

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Senior Incident Manager to lead major incident response across complex enterprise IT environments. You will coordinate technical teams and business stakeholders to restore services rapidly and drive continual improvement in the incident lifecycle.

The role requires strong ITIL 4 expertise, cross-functional leadership, and the ability to manage high-severity operational events in mission-critical environments, including governance,