Cyber Incident Center Analyst (24/7)

Maximus; Providence (RI); On-site; USD 40,000 - 65,000; Full time

Job summary

Maximus, a trusted federal partner, is seeking an IT Operations/Incident Support professional to monitor enterprise systems, detect and classify incidents, and coordinate incident response efforts. This role requires clear stakeholder communication, documentation, and participation in 24/7 shift coverage to ensure continuous service availability.

The candidate will utilize ITSM tools like ServiceNow and collaborate with cross-functional teams to reduce incident frequency while maintaining

Qualifications

• Bachelor’s degree in IT or related field or equivalent experience.
• 4+ years in IT operations, monitoring or incident support.
• Experience with ITSM tools (e.g., ServiceNow).
• Ability to perform continuous system monitoring and identify incidents.
• Experience communicating with stakeholders during incidents.
• Willingness to work in a 24/7 shift-based environment.

Responsibilities

• Perform continuous monitoring of enterprise systems and environments to detect, assess, and respond to potential incidents in real time.
• Support incident declaration and classification with timely escalation according to SOPs.
• Assist in initiating and supporting incident bridge calls with Shift Leads and teams.
• Provide stakeholder notifications and updates on incident status and impacts.
• Monitor incident progress and track response actions, supporting escalation workflows.
• Maintain incident records in ticketing systems (e.g., ServiceNow).
• Utilize tools and automation to improve efficiency in incident tracking and reporting.
• Help identify recurring incident trends and contribute to improvements.
• Collaborate with CIC Shift Leads and leadership to refine critical incident definitions.
• Participate in 24/7 operations and shift-based monitoring.

Skills

IT operations

Monitoring

Incident support

Communication

Documentation

Shift work

Education

Bachelor’s degree in IT or related field

Tools

ServiceNow

Monitoring tools

Cloud (AWS/Azure)

Job description

Maximus, a trusted federal partner, is seeking an IT Operations/Incident Support professional to monitor enterprise systems, detect and classify incidents, and coordinate incident response efforts. This role requires clear stakeholder communication, documentation, and participation in 24/7 shift coverage to ensure continuous service availability.

The candidate will utilize ITSM tools like ServiceNow and collaborate with cross-functional teams to reduce incident frequency while maintaining