Incident Manager, Senior

ASM Research

65d

About The Position

The Incident Manager, Senior leads major incident response activities across complex enterprise and federal IT environments. This role ensures rapid service restoration, coordinates technical and business stakeholders, and drives continual improvement across the incident lifecycle. The position requires strong ITIL 4 expertise, cross‑functional leadership, and the ability to manage high‑severity operational events in mission‑critical environments.

Requirements

Bachelor’s degree in IT, Computer Science, Business, or related field, or equivalent experience.
8+ years in IT operations or service management with significant 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.

Nice To Haves

ITIL 4 Foundation certification (required); advanced ITIL or ITSM certifications preferred.
Experience supporting federal environments or defense‑related missions.
Experience leading 24x7 or global incident operations.
Experience mentoring incident management or service desk staff.
Ability to apply service value‑stream mapping and dependency analysis during triage.

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.
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.