Senior Major Incident Response Lead

ASM Research, An Accenture Federal Services Company; Springfield (IL); 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 oversee major incident response across complex federal IT environments. You will coordinate stakeholders, lead war rooms, and drive rapid service restoration in mission-critical settings.

The role requires ITIL 4 incident management expertise, 8+ years in IT operations, ServiceNow experience, and the ability to obtain a SECRET clearance as a U.S. citizen.

Qualifications

• 8+ years in IT operations or service management with major incident leadership.
• Strong knowledge of ITIL 4 incident management, escalation frameworks, and SLAs.
• 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 restoration.
• Direct technical teams, vendors and stakeholders with clear ownership of tasks and timelines.
• Facilitate war rooms and communicate timely, accurate updates to leadership and users.
• Drive restoration efforts based on business impact and mission outcomes.
• Coordinate dependencies across network, identity, cloud and infrastructure during restoration.
• Ensure incident documentation and workflow in ServiceNow; integrate with related processes.

Skills

ITIL 4 incident management

Leadership

Communication

Analytical thinking

Problem solving

Security clearance

Cross-functional collaboration

Education

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

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Senior Incident Manager to oversee major incident response across complex federal IT environments. You will coordinate stakeholders, lead war rooms, and drive rapid service restoration in mission-critical settings.

The role requires ITIL 4 incident management expertise, 8+ years in IT operations, ServiceNow experience, and the ability to obtain a SECRET clearance as a U.S. citizen.