24/7 Critical Incident Command Lead

Maximus; Indianapolis (IN); On-site; USD 60,000 - 90,000; Full time

Job summary

Maximus is seeking an IT Incident Manager to lead Command and Incident Center shift operations in a high‑tempo, 24/7 environment. You will validate incident severity using SOPs, coordinate bridge calls, and ensure timely updates and resolutions across all impacted systems.

Ideal candidates have 5+ years in IT operations or incident management, experience with ServiceNow, and a strong ITIL background in enterprise settings.

Qualifications

• Bachelor’s degree or equivalent experience in IT.
• 5+ years in IT operations or incident management roles.
• Experience supporting enterprise IT incident management.
• Ability to assess incident severity and prioritization using SOPs.
• Experience coordinating incident bridge calls across multiple teams.
• Hands-on experience with ITSM tools (e.g., ServiceNow).

Responsibilities

• Lead CIC shift operations, coordinating personnel and workload distribution.
• Validate incident severity and prioritization per SOPs.
• Direct incident bridge calls with technical teams and stakeholders.
• Monitor incident status in real time and update accordingly.
• Execute escalation procedures to address critical incidents.
• Document incidents in ticketing systems with actions and resolutions.
• Provide real‑time updates to stakeholders throughout the lifecycle.
• Coordinate with internal/external partners to ensure alignment.
• Support shift turnover with detailed handoff briefings.
• Contribute to ongoing improvement of incident management processes.

Skills

Incident management

IT operations

ServiceNow

Cross-team coordination

Effective communication

Education

Bachelor’s degree in Information Technology or related field

Tools

ServiceNow

ITIL

Job description

Maximus is seeking an IT Incident Manager to lead Command and Incident Center shift operations in a high‑tempo, 24/7 environment. You will validate incident severity using SOPs, coordinate bridge calls, and ensure timely updates and resolutions across all impacted systems.

Ideal candidates have 5+ years in IT operations or incident management, experience with ServiceNow, and a strong ITIL background in enterprise settings.