Incident Manager, Junior

ASM Research•Remote,

148d

About The Position

The Incident Manager oversees the end‑to‑end lifecycle of IT incidents in an enterprise environment, ensuring rapid restoration of normal service with minimal disruption to mission‑critical systems. The role coordinates cross‑functional technical teams, stakeholders, and vendors to triage, prioritize, and resolve incidents based on impact and urgency, while maintaining governance for incident logging, categorization, escalation, and communications within IT service management processes. The Incident Manager also drives continuous improvement by analyzing incident trends, facilitating root‑cause reviews, and recommending enhancements to incident workflows, tooling, and reporting in a highly regulated federal IT environment.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent relevant work experience.
1–3 years of experience in IT operations, service desk, incident coordination, or related IT service management roles in enterprise or government environments.
Foundational knowledge and practical experience with incident management concepts, including impact/urgency‑based prioritization, escalation paths, and service‑level targets.
Experience working with incident management processes and tools, preferably within an enterprise ITSM platform such as ServiceNow.
Strong analytical, communication, and problem‑solving skills, with the ability to work effectively and collaboratively with technical teams, stakeholders, and vendors under time pressure.
Demonstrated ability to manage and resolve IT incidents promptly and efficiently, ensuring minimal disruption to IT services in a mission‑focused environment.
Candidates must possess a current secret security clearance.

Nice To Haves

ITIL Foundation certification or equivalent training in IT service management frameworks.
Experience managing priority‑1 and priority‑2 incidents in 24x7 operations, including participation in an on‑call rotation.
Prior exposure to incident, problem, and change management in highly regulated federal or defense environments.

Responsibilities

Lead coordination of incident response across infrastructure, application, security, and service desk teams using structured incident management workflows and ITIL‑aligned practices.
Monitor incident queues, service‑level performance, and priority matrices to ensure timely resolution of high‑impact incidents and high‑visibility service requests.
Administer and optimize IT service management (ITSM) platforms such as ServiceNow to support consistent incident recording, routing, escalation, and knowledge capture.
Conduct post‑incident reviews to identify root causes, define corrective and preventive actions, and integrate lessons learned into problem and change management processes.
Develop and maintain incident management runbooks, communication templates, and escalation paths for mission‑critical systems, ensuring clarity of roles and expectations during major events.
Interface with business stakeholders and leadership to provide clear incident progress updates, impact assessments, recovery timelines, and post‑incident reporting.
Analyze incident trend and performance metrics to recommend process, automation, and monitoring improvements that reduce recurrence and downtime.
Apply ITIL Incident Management best practices to ensure standardization, compliance, and continual service improvement across the enterprise incident‑management lifecycle.