CIC Shift Lead: 24/7 Critical Incident Command

Maximus; Sacramento (CA); On-site; USD 60,000 - 90,000; Full time

Job summary

Maximus is seeking a seasoned IT Operations professional to lead the Command and Incident Center (CIC) shift operations in a 24/7 environment. You will coordinate incident workload, validate severity, and drive timely responses across cross-functional teams using established SOPs and ITSM tooling.

You will document actions in ticketing systems (e.g., ServiceNow), communicate real-time updates to stakeholders, and help refine incident management processes while supporting federal

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent).
• 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 and validate incident severity and prioritization using SOPs or operational frameworks.
• Experience coordinating incident bridge calls across multiple technical teams and stakeholders.
• Hands-on experience with ITSM tools (e.g., ServiceNow) for incident tracking and documentation.
• Ability to perform real-time monitoring in a fast-paced, mission-critical environment.
• Experience executing incident escalation procedures and coordinating response activities.
• Experience working in shift-based or 24/7 environments.

Responsibilities

• Lead Command and Incident Center (CIC) shift operations and coordinate personnel.
• Validate incident severity and prioritization using SOPs and ensure proper classification.
• Direct and facilitate incident bridge calls across teams and stakeholders.
• Monitor incident status in real time and ensure timely updates and execution.
• Capture complete incident documentation in ticketing systems (e.g., ServiceNow).
• Provide real-time status updates to stakeholders and maintain situational awareness.
• Coordinate with internal teams and external partners for aligned response.
• Support shift turnover with detailed handoffs to ensure continuity.
• Contribute to refining incident management processes and SOPs.

Skills

Incident management

IT operations

ServiceNow

Communication

Shift work

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

ITSM tools

Job description

Maximus is seeking a seasoned IT Operations professional to lead the Command and Incident Center (CIC) shift operations in a 24/7 environment. You will coordinate incident workload, validate severity, and drive timely responses across cross-functional teams using established SOPs and ITSM tooling.

You will document actions in ticketing systems (e.g., ServiceNow), communicate real-time updates to stakeholders, and help refine incident management processes while supporting federal