Critical Incident Command Lead — 24/7 IT Operations

Maximus; Saint Paul (MN); On-site; USD 60,000 - 90,000; Full time

Job summary

Maximus is seeking a seasoned IT Operations/Incident Manager to lead the Command and Incident Center shift operations, coordinating personnel and workload to ensure timely incident response. You will validate incident severity using SOPs and direct incident bridge calls with technical teams and stakeholders.

Real‑time monitoring, accurate status updates, and thorough documentation in ServiceNow are required, with a focus on 24/7 coverage, handoffs, and continuous improvement of incident

Qualifications

• Bachelor’s degree in IT or related field (or equivalent experience).
• 5+ years in IT operations, systems analysis, or incident management.
• Experience supporting enterprise incident management.
• Experience using ITSM tools (e.g., ServiceNow).

Responsibilities

• Lead CIC shift operations and manage workload distribution.
• Validate incident severity and prioritization per SOPs.
• Facilitate incident bridge calls with technical teams and stakeholders.
• Monitor real-time incident status and timely updates.
• Document incidents in ticketing systems and provide status updates.

Skills

Incident management

Communication

Team coordination

Real-time monitoring

Shift-based operations

Education

Bachelor’s degree in IT or related field

Tools

ServiceNow

Job description

Maximus is seeking a seasoned IT Operations/Incident Manager to lead the Command and Incident Center shift operations, coordinating personnel and workload to ensure timely incident response. You will validate incident severity using SOPs and direct incident bridge calls with technical teams and stakeholders.

Real‑time monitoring, accurate status updates, and thorough documentation in ServiceNow are required, with a focus on 24/7 coverage, handoffs, and continuous improvement of incident