Incident Manager, Sr

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.

Major Incident Management
• 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.

Service Restoration & Operations
• 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.

ITSM Governance & Process Integration
• 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.

Monitoring, Automation & Continuous Improvement
• 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.

Readiness & Leadership
• 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.

• 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.

• 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.

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.

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.