24/7 Incident Command Center Shift Lead

Maximus; Tallahassee (FL); On-site; USD 60,000 - 90,000; Full time

Job summary

Maximus is seeking a Command and Incident Center (CIC) Lead to oversee shift operations, coordinate teams, and manage workload distribution for rapid incident response. You will validate severity, lead incident bridge calls, monitor status in real time, and maintain thorough documentation of actions and resolutions.

By coordinating with internal teams and external partners, you will ensure alignment across systems and effective incident handling in a fast-paced, mission-critical environment.

Qualifications

• Bachelor’s degree in Information Technology or related field or equivalent experience.
• 5+ years in IT operations, systems analysis, or incident management.
• Experience supporting incident management in enterprise IT.
• Experience with ITSM tools like ServiceNow.
• Ability to work in 24/7 shift-based environments.

Responsibilities

• Lead Command and Incident Center (CIC) shift operations, coordinating personnel and managing workload distribution to ensure efficient and timely incident response.
• Validate incident severity and prioritization using established SOPs, ensuring accurate classification and adherence to response protocols.
• Direct and facilitate incident bridge calls, coordinating technical teams, and stakeholders during active incidents.
• Monitor incident status in real time, ensuring accurate tracking, timely updates, and effective execution of response activities.
• Execute escalation procedures in accordance with defined processes, ensuring critical incidents are promptly elevated and addressed.
• Ensure complete and accurate documentation of incidents within ticketing systems (e.g., ServiceNow), including updates, actions taken, and resolution details.
• Provide real‑time communication and status updates to stakeholders, maintaining situational awareness throughout the incident lifecycle.
• Coordinate with internal teams, external partners, and stakeholders to ensure alignment and effective response across all impacted systems.
• Support shift turnover activities, including detailed handoff briefings to maintain continuity across 24/7 operations.
• Contribute to the refinement and continuous improvement of incident management processes, SOPs, and operational procedures.

Skills

Incident management

IT operations

24/7 shift operations

SOPs adherence

Real-time incident monitoring

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow

Job description

Maximus is seeking a Command and Incident Center (CIC) Lead to oversee shift operations, coordinate teams, and manage workload distribution for rapid incident response. You will validate severity, lead incident bridge calls, monitor status in real time, and maintain thorough documentation of actions and resolutions.

By coordinating with internal teams and external partners, you will ensure alignment across systems and effective incident handling in a fast-paced, mission-critical environment.