Critical Incident Command (CIC) Shift Lead

Maximus; Montgomery (AL); On-site; USD 60,000 - 90,000; Full time

Job summary

Maximus seeks an experienced Incident Manager to lead CIC shift operations and coordinate incident response across multiple technical groups. You will validate severity, run incident bridge calls, track status in real time, and ensure timely escalation and documentation. The role requires 5+ years in IT incident management and hands-on ServiceNow usage, with 24/7 shift experience.

The position is contingent on contract award and requires ability to obtain and maintain a Public Trust. U.S.

Qualifications

• Bachelor’s degree in IT/CS or related field.
• 5+ years in IT operations, systems analysis, or incident management roles.
• Experience supporting or leading incident management operations in an enterprise IT environment.
• Ability to assess and validate incident severity and prioritization using SOPs/operational frameworks.
• Experience coordinating incident bridge calls across multiple technical teams and stakeholders.
• Hands-on experience with ITSM tools (e.g., ServiceNow).
• Ability to perform real-time monitoring and incident tracking in a fast-paced environment.
• Experience executing incident escalation procedures and coordinating response activities.
• Experience in shift-based or 24/7 operational environments.

Responsibilities

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

Skills

Federal government experience

ITIL experience

NOC/Command Center experience

Incident coordination

Real-time communication

Cloud/Network/Apps coordination

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

ServiceNow

Job description

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. Active Public Trust and/or DHS Suitability is preferred. U.S. citizenship or U.S. national status required.

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

Job-Specific Essential Duties and 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.

Job-Specific 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.

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Minimum Requirements

TCS218, T2, Band 5

#TSTECH

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.

Minimum Salary

$60,000

Maximum Salary

$90,000