24/7 Incident Command Center Lead

Maximus; Washington (District of Columbia); On-site; USD 60,000 - 90,000; Full time

Job summary

Maximus is seeking a seasoned Incident Manager to lead Command and Incident Center (CIC) shift operations in a 24/7 environment in Washington, DC. You will coordinate across IT teams, validate incident severity, and manage real-time situational updates to ensure fast, effective response.

You will document incidents in ServiceNow, escalate as needed, and contribute to refining incident management processes while maintaining strict security and compliance in a federal government-facing setting.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of experience in IT operations, systems analysis, or incident management roles.
• Experience supporting or leading incident management operations in an enterprise IT environment.
• Proven ability to assess incident severity and prioritization using SOPs or frameworks.
• Experience coordinating incident bridge calls across multiple teams and stakeholders.
• Hands-on experience with ITSM tools (e.g., ServiceNow) for incident tracking and documentation.
• Ability to perform real-time monitoring and incident tracking in a fast-paced environment.
• Experience executing escalation procedures and coordinating response activities.
• Proven ability to produce and maintain incident records and operational documentation.
• Experience working in shift-based or 24/7 operational environments.

Responsibilities

• Lead CIC shift operations, coordinating personnel and workload distribution for incident response.
• Validate incident severity and prioritization using SOPs, ensuring proper classification.
• Direct and facilitate incident bridge calls with technical teams and stakeholders.
• Monitor incident status in real time and ensure timely updates and execution.
• Execute escalation procedures according to defined processes.
• Document incidents in ticketing systems (e.g., ServiceNow) with updates and resolutions.
• Provide real-time status updates to stakeholders and maintain situational awareness.
• Coordinate with internal/external teams to align incident response across systems.
• Support shift turnover with detailed handoff briefings for 24/7 operations.
• Contribute to refining incident management processes and SOPs.

Skills

Incident management

ITSM tools

Communication skills

Shift-based operations

Real-time monitoring

Education

Bachelor's degree in IT or CS

Tools

ServiceNow

Job description

Maximus is seeking a seasoned Incident Manager to lead Command and Incident Center (CIC) shift operations in a 24/7 environment in Washington, DC. You will coordinate across IT teams, validate incident severity, and manage real-time situational updates to ensure fast, effective response.

You will document incidents in ServiceNow, escalate as needed, and contribute to refining incident management processes while maintaining strict security and compliance in a federal government-facing setting.