24/7 Mission-Critical CIC Shift Lead – Incident Response

Maximus; Springfield (IL); On-site; USD 60,000 - 90,000; Full time

Job summary

Maximus is seeking a seasoned Incident Manager to lead Command Center shift operations in a 24/7 environment. You will validate incident severity, coordinate bridge calls, track status in ServiceNow, and ensure timely response to critical events.

Candidates should have a Bachelor’s in IT or CS, 5+ years in IT operations or incident management, and experience with ITIL processes and enterprise incident workflows. U.S. citizenship or national status required.

Qualifications

• Bachelor’s degree in IT, CS, or related field (or equivalent experience).
• 5+ years in IT operations, systems analysis, or incident management.
• Experience leading incident management in an enterprise IT environment.
• Ability to assess incident severity and prioritize per SOPs.
• Experience coordinating incident bridge calls with multiple teams.

Responsibilities

• Lead CIC shift operations and manage workload distribution.
• Validate incident severity and prioritization per SOPs.
• Direct and facilitate incident bridge calls with stakeholders.
• Monitor incident status in real time and document updates.
• Execute escalation procedures and ensure timely resolution.
• Document incidents in ServiceNow with actions taken.
• Provide real-time status updates to stakeholders.
• Coordinate with internal teams and external partners.
• Support shift turnover with detailed handoffs.
• Contribute to process improvements of incident management.

Skills

Incident management

IT operations

Cross-team coordination

Communication skills

Real-time monitoring

Education

Bachelor’s degree in IT/CS or related field

Tools

ServiceNow

Job description

Maximus is seeking a seasoned Incident Manager to lead Command Center shift operations in a 24/7 environment. You will validate incident severity, coordinate bridge calls, track status in ServiceNow, and ensure timely response to critical events.

Candidates should have a Bachelor’s in IT or CS, 5+ years in IT operations or incident management, and experience with ITIL processes and enterprise incident workflows. U.S. citizenship or national status required.