24/7 IT Incident Response Analyst

Maximus; United States; On-site; USD 40,000 - 65,000; Full time

Job summary

Maximus is seeking an IT Operations Incident Support professional to monitor enterprise systems and coordinate rapid response across 24/7 operations. The role emphasizes incident detection, classification, and timely communication to stakeholders.

You will work with ServiceNow and ITSM processes to document events and drive continuous improvement in incident management. A bachelor’s degree and 4+ years of experience are required.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 4+ years of experience in IT operations, monitoring, help desk, or incident support roles.
• Experience supporting IT operations monitoring or incident management activities in an enterprise environment.
• Ability to perform continuous system monitoring and identify anomalies or incidents based on defined thresholds or alerts.
• Experience providing real-time communication and notifications to stakeholders during operational events.
• Experience using ITSM tools (e.g., ServiceNow).
• Ability to follow incident response procedures and escalation processes.

Responsibilities

• Perform continuous monitoring of enterprise systems and environments to detect, assess, and respond to potential incidents in real time.
• Support incident declaration and classification, ensuring timely identification and escalation of critical incidents based on defined criteria and SOPs.
• Assist in initiating and supporting incident bridge calls, coordinating with Shift Leads, technical teams, and stakeholders during active incidents.
• Provide stakeholder notifications and updates, ensuring timely and accurate communication of incident status and impacts.
• Monitor incident progress, track response actions, and support escalation workflows to ensure timely resolution.
• Maintain and update incident records within ticketing systems (e.g., ServiceNow), ensuring accurate documentation of events, actions, and outcomes.
• Utilize available tools and automation capabilities (e.g., transcription, AI‑assisted documentation) to improve efficiency and reduce manual effort in incident tracking and reporting.
• Support identification of recurring incident trends and contribute to continuous improvement efforts to reduce incident frequency over time.
• Collaborate with CIC Shift Leads and leadership to refine definitions of critical incidents and improve detection, response, and reporting processes.
• Participate in 24/7 operations, including shift‑based monitoring and incident response activities.

Skills

Incident monitoring

Incident management

Stakeholder comms

24/7 operations

Documentation

Education

Bachelor’s degree in IT / CS or related

Tools

ServiceNow

ITSM tools

Cloud monitoring tools

Job description

Maximus is seeking an IT Operations Incident Support professional to monitor enterprise systems and coordinate rapid response across 24/7 operations. The role emphasizes incident detection, classification, and timely communication to stakeholders.

You will work with ServiceNow and ITSM processes to document events and drive continuous improvement in incident management. A bachelor’s degree and 4+ years of experience are required.