Network Admin Lead

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, crossu2011functional leadership, and the ability to manage highu2011severity operational events in missionu2011critical environments. Key Responsibilities _Major Incident Management_ u2022 Lead endu2011tou2011end response for highu2011priority incidents, including triage, coordination, escalation, and service restoration. u2022 Direct technical teams, vendors, and business stakeholders, establishing clear ownership of tasks and timelines. u2022 Facilitate war rooms and ensure timely, accurate communications to leadership and impacted users. _Service Restoration & Operations_ u2022 Drive restoration efforts based on business impact and mission outcomes. u2022 Validate full-service recovery with service owners and mission stakeholders. u2022 Coordinate all service dependencies (network, identity, cloud, infrastructure) during restoration. _ITSM Governance & Process Integration_ u2022 Enforce incident classification, prioritization, and escalation criteria aligned with enterprise SLAs and federal requirements. u2022 Ensure accurate incident documentation and workflow execution in ServiceNow or similar platforms. u2022 Integrate incident activities with Problem Management, Change Enablement, Release Management, and Service Continuity. _Monitoring, Automation & Continuous Improvement_ u2022 Partner with engineering, monitoring, and operations teams to improve alerting, automation, runbooks, and resilience. u2022 Analyze incident trends, service valueu2011stream performance, and operational bottlenecks to recommend improvements. u2022 Support postu2011incident reviews, rootu2011cause summaries, and longu2011term remediation tracking. _Readiness & Leadership_ u2022 Maintain major incident playbooks and support tabletop exercises and readiness reviews. u2022 Mentor junior incident managers and service desk staff on escalation, communication, and analysis practices. u2022 Prepare executive reports, timelines, and briefings for governance bodies. Required Qualifications + Bacheloru2019s degree in IT, Computer Science, Business, or related field, or equivalent experience.u2022 8+ years in IT operations or service management with significant major incident leadership experience.u2022 Strong knowledge of ITIL 4 incident management, escalation frameworks, and serviceu2011level management.u2022 Handsu2011on experience with enterprise ITSM platforms (ServiceNow preferred).u2022 Excellent communication, analytical, and problemu2011solving skills.u2022 Ability to obtain and maintain a SECRET clearance; U.S. citizenship required. Preferred Qualifications + ITIL 4 Foundation certification (required); advanced ITIL or ITSM certifications preferred.u2022 Experience supporting federal environments or defenseu2011related missions.u2022 Experience leading 24x7 or global incident operations.u2022 Experience mentoring incident management or service desk staff.u2022 Ability to apply service valueu2011stream mapping and dependency analysis during triage. 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

Created: 2026-04-27