CIC Shift Lead: Incident Command & 24/7 Response

Maximus; Columbia (SC); On-site; USD 60,000 - 90,000; Full time

Job summary

Maximus is seeking an experienced Incident Manager to lead the Command and Incident Center (CIC) shift operations and coordinate personnel across teams. You will validate incident severity, drive timely response, and facilitate incident bridge calls while ensuring accurate documentation in ServiceNow.

Requirements include a Bachelor’s degree in IT/CS (or equivalent) and 5+ years in IT operations or incident management, with the ability to work in a fast-paced, 24/7 environment and deliver

Qualifications

• Bachelor’s degree in IT, CS, or related field (or equivalent).
• 5+ years in IT operations, systems analysis, or incident management.
• Experience supporting incident management in an enterprise IT environment.
• Ability to assess incident severity and prioritize per SOPs.
• Experience leading incident bridge calls across multiple technical teams.
• Hands-on with ITSM tools (ServiceNow) for tracking and updates.
• Ability to monitor and track incidents in real time in a fast-paced setting.
• Experience executing escalation procedures and coordinating response.

Responsibilities

• Lead CIC shift operations, coordinating personnel and workload.
• Validate incident severity and prioritization using SOPs.
• Direct and facilitate incident bridge calls with teams and stakeholders.
• Monitor real‑time incident status and ensure timely updates.
• Execute escalation procedures and coordinate response activities.
• Document incidents in ticketing systems (e.g., ServiceNow) with actions.
• Provide real‑time status updates to stakeholders.
• Coordinate with internal teams, partners, and stakeholders for alignment.
• Support shift turnover with detailed handoffs for 24/7 operations.
• Contribute to continuous improvement of incident management processes.

Skills

Incident management

IT operations

Communication

Shift operations

NOC/Command Center

Education

Bachelor’s degree in IT/CS

Tools

ServiceNow

Job description

Maximus is seeking an experienced Incident Manager to lead the Command and Incident Center (CIC) shift operations and coordinate personnel across teams. You will validate incident severity, drive timely response, and facilitate incident bridge calls while ensuring accurate documentation in ServiceNow.

Requirements include a Bachelor’s degree in IT/CS (or equivalent) and 5+ years in IT operations or incident management, with the ability to work in a fast-paced, 24/7 environment and deliver