Senior Incident Response Manager. Juneau LilyLifestyle

The Senior Incident Response Manager leads major incident response activities across intricate enterprise and federal IT environments. This pivotal role focuses on swift service restoration, orchestrating collaboration among technical and business stakeholders, and spearheading continual improvement throughout the incident lifecycle. Strong expertise in ITIL 4, cross‑functional leadership, and the capability to manage high‑severity operational events within mission‑critical environments are essential.

• Oversee entire response processes for high priority incidents, including triage, coordination, escalation, and service restoration.
• Direct technical teams, vendors, and business stakeholders to establish clear task ownership and timelines.
• Facilitate war rooms and guarantee timely, accurate updates to leadership and affected users.

• Drive restoration initiatives based on business impact and mission outcomes.
• Confirm full-service recovery with service owners and mission stakeholders.
• Coordinate all service dependencies (network, identity, cloud, infrastructure) during restoration.

• Implement incident classification, prioritization, and escalation criteria aligned with enterprise SLAs and federal requirements.
• Ensure precise incident documentation and workflow execution in Service Now or similar platforms.
• Integrate incident activities with Problem Management, Change Enablement, Release Management, and Service Continuity.

• Collaborate with engineering, monitoring, and operations teams to enhance alerting, automation, runbooks, and resilience.
• Evaluate incident trends, service value stream performance, and operational bottlenecks to recommend enhancements.
• Support post‑incident reviews, root‑cause summaries, and long‑term remediation tracking.

• Maintain major incident playbooks and assist in tabletop exercises and readiness reviews.
• Mentor junior incident managers and service desk staff on escalation, communication, and analytical 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 substantial major incident leadership experience.
• Strong knowledge of ITIL 4 incident management, escalation frameworks, and service level management.
• Hands‑on experience with enterprise ITSM platforms (Service Now 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.

Compensation ranges for ASM Research positions vary depending on multiple factors including location, skill set, level of education, certifications, client requirements, contract‑specific affordability, government clearance and investigation level, and years of experience. The displayed compensation range of $77,800 - $132,300 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.

ASM is committed to equal opportunity in employment. We do not discriminate based on race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation, or national origin when making any personnel or management decisions.

All recruitment, hiring, training, and promotion activities for all job classifications are conducted without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All employment decisions are made in accordance with the principle of equal employment.

The physical requirements for this position are representative of those necessary for an employee to successfully perform the primary functions of the job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

This job description has been created to indicate the general nature and level of work performed by employees in this classification. It is not intended to be an exhaustive list of all duties, responsibilities, and qualifications associated with this job.