Position SummaryThe Incident Manager owns the end-to-end incident management process for the Service Desk, ensuring service disruptions are identified, prioritized, escalated, and resolved within SLA. This role drives cross-functional coordination during major incidents, minimizes business impact, and leads post-incident reviews to prevent recurrence.
Key Responsibilities - Own and execute the Incident Management process in alignment with ITIL best practices.
- Serve as the primary point of coordination during major/critical incidents, driving bridge calls and coordinating technical resources across teams until resolution, including Tier IV/OEM vendor escalation and 24/7/365 emergency response for declared Critical (PL1) incidents
- Classify, prioritize, and assign incoming incidents based on severity, business impact, and urgency using defined priority levels (P1-4).
- Monitor incident queues and escalate breaches or at-risk tickets per SLA thresholds; flag any KPIs consistently above threshold and produce a remediation plan.
- Communicate incident status, impact, and resolution timelines to stakeholders and leadership.
- Lead post-incident reviews (root cause analysis / RCA) and drive corrective After-Action Reviews and Problem Resolution Action Plans for high-impact or recurring issues
- Maintain and continuously improve incident management processes, workflows, and documentation.
- Partner with Problem, Change, and Service Level Management to reduce repeat incidents.
- Produce and present incident metrics/KPIs (MTTR, SLA compliance, incident volume/trends) to leadership.
- Ensure accurate incident logging, categorization, and closure in the ITSM tool (e.g., ServiceNow, Remedy, Jira Service Management).
- Mentor and provide direction to Service Desk analysts on incident handling and escalation procedures.
- Maintain and test the major incident response plan/runbook.
Required Qualifications - Bachelor's degree in IT, Computer Science, or related field (or equivalent experience). Associate degree +2 years additional relevant experience, or 4 years additional relevant experience can be substituted.
- 2+ years of experience in IT Service Management, Service Desk, or Incident Management role.
- Solid understanding of ITIL framework (ITIL Foundation certification required; Intermediate/Practitioner preferred).
- Experience with ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira Service Management).
- Strong incident triage, prioritization, and escalation judgment under pressure.
- Excellent verbal and written communication skills, including experience communicating with executive stakeholders.
- Proven ability to lead cross-functional teams during high-pressure, time-sensitive situations.
- Strong analytical skills with experience in root cause analysis and reporting.
- Must have experience establishing, managing, and reporting Performance Measures (KPIs, SLAs, and XLAs) in support of government defined Performance Requirements. These Performance measures include SLAs that measure operational performance such as system availability, response times, and resolution times, based on the priority level of the service request, and XLAs that measure the quality of the end-user experience, including Customer Satisfaction (CSAT) and Customer Effort Score (CES). Ideal candidates have experience inestablishing baselines for SLAs and XLAs producing automated reports, and dashboard capabilities/technologies with near real-time visibility into all KPIs, SLAs, and XLAs.
- Familiarity with ISO/IEC 20000-1 service management alignment.
- Secret Clearance
Preferred Qualifications - Experience supporting federal government clients/contracts.
- Familiarity with monitoring/alerting tools (e.g., SolarWinds, Datadog, Splunk).
- Experience with Problem and Change Management processes.
Compensation RangesCompensation 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.
DisclaimerThe 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.
