Job Description

The Incident Manager, Mid leads the full lifecycle of IT incidents and service requests to restore normal operations quickly and minimize disruption to mission‑critical systems. This role oversees day‑to‑day execution of the incident management process, ensuring consistent logging, categorization, prioritization, and escalation in alignment with organizational policies and service objectives. The position coordinates cross‑functional technical teams, vendors, and stakeholders during active incidents, while driving post‑incident reviews and trend analysis to improve resilience and user experience in a federal IT environment.

Key Responsibilities

• Lead daily execution of the incident management process, ensuring incidents and service requests are logged, categorized, prioritized, and escalated consistently in accordance with ITIL‑aligned procedures.
• Serve as incident lead for high‑priority events, coordinating technical bridge calls, assigning actions, managing timelines, and maintaining clear ownership until services are fully restored.
• Utilize IT service management platforms such as ServiceNow or similar tools to manage queues, monitor SLA compliance, produce operational metrics, and identify recurring issues requiring structural fixes.
• Interpret monitoring alerts and operational dashboards across infrastructure, application, and network domains to validate incidents, assess impact and urgency, and prioritize response activities.
• Produce and present concise incident communications for technical and business audiences, including impact summaries, real‑time status updates, and final incident reports using business‑relevant language.
• Lead structured post‑incident reviews, drive root cause follow‑up with resolver teams, and track corrective and preventative actions through closure to prevent recurrence.
• Identify process bottlenecks and tooling gaps within incident management and propose pragmatic improvements that enhance speed, quality, and consistency of response while integrating with problem and change management.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent relevant work experience.
• 4–7 years of experience in IT operations, service management, or related roles with direct accountability for leading incident management activities in an enterprise or government IT environment.
• Strong understanding of ITIL principles and incident management best practices, including incident models, impact and urgency assessment, and defined escalation paths.
• Demonstrated proficiency with incident management tools and IT service management platforms (such as ServiceNow or comparable solutions), including use of dashboards and reports to track SLAs and trends.
• Proven ability to manage multiple concurrent incidents effectively, coordinate cross‑functional technical teams and vendors, and maintain composure in high‑pressure situations.
• Excellent problem‑solving, analytical, communication, and interpersonal skills, with the ability to tailor messages to both technical and business stakeholders.
• Active SECRET clearance or ability to obtain and maintain required background investigation; U.S. citizenship required.

Preferred Qualifications

• ITIL Foundation or higher‑level IT service management certification.
• Experience owning major incident management in a large enterprise or federal IT operations environment, including responsibility for major incident runbooks and coordination models.
• Hands‑on experience configuring or optimizing ITSM workflows, automations, and reporting to support continuous improvement.

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.