Critical Incident Command (CIC) Shift Lead

Maximus; Helena (MT); On-site; USD 60,000 - 90,000; Full time

Job summary

Maximus in Helena, Montana is looking for an experienced candidate to lead incident management operations. This role involves coordinating personnel and managing incident responses for critical operations.

Candidates should possess a relevant Bachelor's degree, at least 5 years of IT operations experience, and be adept in incident management practices. The position offers a competitive salary range of $60,000 to $90,000.

Qualifications

• 5+ years of experience in IT operations, systems analysis, or incident management roles.
• Demonstrated experience supporting or leading incident management operations in an enterprise IT environment.
• Proven ability to assess and validate incident severity and prioritization using defined SOPs.

Responsibilities

• Lead Command and Incident Center operations, ensuring timely incident response.
• Validate incident severity and prioritization using established SOPs.
• Ensure real-time communication and status updates to stakeholders.

Skills

Incident management

IT operations

Real-time monitoring

Communication skills

Documentation

Education

Bachelor’s degree in Information Technology or related field

Tools

ServiceNow

Job description

Overview

Maximus is a trusted federal partner supporting mission‑critical programs across national security, defense, and public service delivery. Our work focuses on sustaining, operating, and improving essential government systems and services, with proven operational excellence, and a commitment to mission success for our customers.

Joining Maximus means becoming part of a collaborative, mission‑driven organization where teamwork, accountability, and professional growth are core to how we operate. We invest in our workforce through training, education, and career development, empowering professionals to deliver high‑impact solutions while contributing to outcomes that matter at a national scale.

This position is contingent upon contract award and position availability. Selected candidates will receive a contingent offer of employment, which will become final only upon successful contract award to Maximus, availability of the position, and receipt of authorization to proceed.

Ability to obtain and maintain a Public Trust is required. An active Public Trust and/or DHS suitability is preferred. Must be a U.S. Citizen without dual citizenship.

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS218, T2, Band 5

Responsibilities

• Lead Command and Incident Center (CIC) shift operations, coordinating personnel and managing workload distribution to ensure efficient and timely incident response.

• Validate incident severity and prioritization using established SOPs, ensuring accurate classification and adherence to response protocols.

• Direct and facilitate incident bridge calls, coordinating technical teams, and stakeholders during active incidents.

• Monitor incident status in real time, ensuring accurate tracking, timely updates, and effective execution of response activities.

• Execute escalation procedures in accordance with defined processes, ensuring critical incidents are promptly elevated and addressed.

• Ensure complete and accurate documentation of incidents within ticketing systems (e.g., ServiceNow), including updates, actions taken, and resolution details.

• Provide real‑time communication and status updates to stakeholders, maintaining situational awareness throughout the incident lifecycle.

• Coordinate with internal teams, external partners, and stakeholders to ensure alignment and effective response across all impacted systems.

• Support shift turnover activities, including detailed handoff briefings to maintain continuity across 24/7 operations.

• Contribute to the refinement and continuous improvement of incident management processes, SOPs, and operational procedures.

Minimum Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).

• 5+ years of experience in IT operations, systems analysis, or incident management roles.

• Demonstrated experience supporting or leading incident management operations in an enterprise IT environment.

• Proven ability to assess and validate incident severity and prioritization using defined SOPs or operational frameworks.

• Experience coordinating and managing incident bridge calls across multiple technical teams and stakeholders.

• Hands‑on experience with ITSM tools (e.g., ServiceNow) for incident tracking, updates, and documentation.

• Ability to perform real‑time monitoring and incident tracking in a fast‑paced, mission‑critical environment.

• Experience executing incident escalation procedures and coordinating response activities.

• Demonstrated ability to produce and maintain accurate operational documentation and incident records.

• Experience working in shift‑based or 24/7 operational environments.

Preferred Skills and Qualifications

• Experience supporting federal government environments.

• Familiarity with ITIL‑based incident, problem, and change management processes.

• Experience working in Command Center, NOC, or similar operational environments.

• Strong communication skills with the ability to deliver clear, real‑time updates during incidents.

• Ability to operate effectively under pressure in high‑tempo, mission‑critical environments.

• Experience coordinating across cloud, network, and application teams.

• Strong organizational and multitasking capabilities in shift‑based operations.

Compensation

Minimum Salary: $60,000

Maximum Salary: $90,000

Equal Opportunity Employment

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.