Critical Incident Command (CIC) Shift Lead

Maximus; Washington (District of Columbia); On-site; USD 60,000 - 90,000; Full time

Job summary

Maximus is seeking a seasoned Incident Manager to lead Command and Incident Center (CIC) shift operations in a 24/7 environment in Washington, DC. You will coordinate across IT teams, validate incident severity, and manage real-time situational updates to ensure fast, effective response.

You will document incidents in ServiceNow, escalate as needed, and contribute to refining incident management processes while maintaining strict security and compliance in a federal government-facing setting.

Qualifications

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

Responsibilities

• Lead CIC shift operations, coordinating personnel and workload distribution for incident response.
• Validate incident severity and prioritization using SOPs, ensuring proper classification.
• Direct and facilitate incident bridge calls with technical teams and stakeholders.
• Monitor incident status in real time and ensure timely updates and execution.
• Execute escalation procedures according to defined processes.
• Document incidents in ticketing systems (e.g., ServiceNow) with updates and resolutions.
• Provide real-time status updates to stakeholders and maintain situational awareness.
• Coordinate with internal/external teams to align incident response across systems.
• Support shift turnover with detailed handoff briefings for 24/7 operations.
• Contribute to refining incident management processes and SOPs.

Skills

Incident management

ITSM tools

Communication skills

Shift-based operations

Real-time monitoring

Education

Bachelor's degree in IT or CS

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