Incident Manager

ASM Research

1d

About The Position

The Incident Manager (Incident & Problem Manager) is responsible for managing and coordinating the resolution of IT incidents and service requests to ensure swift return to normal operations and minimize business impact. This role oversees the incident management process, ensures alignment with CASTLE-NET IT and Task Order goals, and works closely with IT teams, stakeholders, and vendors to resolve incidents, communicate updates, and implement continuous improvement processes.

Requirements

• Bachelor's degree in IT, Computer Science, or Business Administration (or equivalent)
• Minimum 4 years of experience in incident management
• Strong understanding of ITIL principles and best practices
• Proficiency with incident management tools and ITSM platforms
• Excellent problem-solving and analytical skills
• Strong communication and interpersonal abilities
• Demonstrated ability to manage multiple incidents effectively
• Experience with federal IT operations
• Incident Management & Response Coordination
• ITIL Framework Expertise
• Problem-Solving & Analysis
• Stakeholder Communication
• SLA & Metric Monitoring

Nice To Haves

• ITIL Foundation or Practitioner certification
• ServiceNow ticketing system experience
• Security incident response knowledge
• CASTLE-NET environment familiarity
• Team leadership and mentoring capabilities

Responsibilities

• Manage and coordinate resolution of IT incidents and service requests
• Oversee incident escalation process and SLA compliance
• Ensure alignment with CASTLE-NET objectives and priorities
• Conduct incident impact assessments and priority determination
• Coordinate incident response activities across IT teams
• Perform root cause analysis activities post-incident
• Document all incidents in the incident management system
• Monitor MTTR (Mean Time To Resolution) and SLA metrics

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level