Job Description

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.

Key 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Qualifications

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.