24/7 Incident Response Analyst

Maximus; Northern (KY); Hybrid; USD 80,000 - 120,000; Full time

Job summary

Maximus is seeking an Incident Response and IT Operations Specialist to support 24/7 monitoring of enterprise systems, detect incidents, classify and escalate. You will coordinate with shift leads and technical teams during active incidents and provide timely stakeholder updates.

The role emphasizes documenting incidents in ITSM tools like ServiceNow, continuous improvement, and collaboration with leadership to refine detection and reporting.

Qualifications

• Bachelor’s degree in IT, Computer Science or related field or equivalent experience.
• 4+ years in IT operations, monitoring, help desk, or incident support roles.
• Experience supporting IT operations monitoring or incident management in an enterprise environment.

Responsibilities

• Perform continuous monitoring of enterprise systems to detect, assess, and respond to incidents in real time.
• Support incident declaration and classification with timely identification and escalation of critical incidents.
• Initiate and support incident bridge calls with Shift Leads and technical teams.
• Provide stakeholder notifications and updates on incident status and impacts.
• Monitor incident progress and support escalation workflows for timely resolution.
• Document incidents in ticketing systems (e.g., ServiceNow) with actions and outcomes.
• Utilize automation tools to improve incident tracking and reporting efficiency.
• Identify recurring incident trends and contribute to continuous improvement to reduce frequency.
• Collaborate with CIC Shift Leads and leadership to refine definitions of critical incidents.
• Participate in 24/7 operations and shift-based incident response activities.

Skills

Incident management

IT operations

System monitoring

ITSM tools

ServiceNow

24/7 operations

Communication

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

IT monitoring tools

Cloud platforms (AWS/Azure)

Job description

Maximus is seeking an Incident Response and IT Operations Specialist to support 24/7 monitoring of enterprise systems, detect incidents, classify and escalate. You will coordinate with shift leads and technical teams during active incidents and provide timely stakeholder updates.

The role emphasizes documenting incidents in ITSM tools like ServiceNow, continuous improvement, and collaboration with leadership to refine detection and reporting.