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The Incident Manager (Incident & Problem Manager) is responsible for managing and coordinating the resolution of IT incidents and service requests to ensure swift return to normal operations and minimize business impact. This role oversees the incident management process, ensures alignment with CASTLE-NET IT and Task Order goals, and works closely with IT teams, stakeholders, and vendors to resolve incidents, communicate updates, and implement continuous improvement processes.

Key Responsibilities

+ Manage and coordinate resolution of IT incidents and service requests

+ Oversee incident escalation process and SLA compliance

+ Ensure alignment with CASTLE-NET objectives and priorities

+ Conduct incident impact assessments and priority determination

+ Coordinate incident response activities across IT teams

+ Perform root cause analysis activities post-incident

+ Document all incidents in the incident management system

+ Monitor MTTR (Mean Time To Resolution) and SLA metrics

Required Qualifications

+ Bachelor's degree in IT, Computer Science, or Business Administration (or equivalent)

+ Minimum 4 years of experience in incident management

+ Strong understanding of ITIL principles and best practices

+ Proficiency with incident management tools and ITSM platforms

+ Excellent problem-solving and analytical skills

+ Strong communication and interpersonal abilities

+ Demonstrated ability to manage multiple incidents effectively

+ Experience with federal IT operations

Job Specific Skills

+ Incident Management & Response Coordination

+ ITIL Framework Expertise

+ Problem-Solving & Analysis

+ Stakeholder Communication

+ SLA & Metric Monitoring

Preferred Skills

+ ITIL Foundation or Practitioner certification

+ ServiceNow ticketing system experience

+ Security incident response knowledge

+ CASTLE-NET environment familiarity

+ Team leadership and mentoring capabilities

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.

$94,100 - 132,500

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, 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, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.