Cyber Incident Coordinator - 24/7 IT Ops

Maximus; Concord (NH); On-site; USD 40,000 - 65,000; Full time

Job summary

Maximus is a trusted federal partner supporting critical national security, defense, and public service programs. This role supports 24/7 operations requiring continuous monitoring, incident response, and real-time communication with stakeholders.

You will use ServiceNow and ITSM practices to document incidents and drive timely resolutions. The ideal candidate has 4+ years in IT operations or incident support, a Bachelor’s degree, and experience in enterprise monitoring.

Qualifications

• Bachelor’s degree or equivalent experience in IT/CS/related field.
• 4+ years in IT operations, monitoring, help desk, or incident support roles.
• Experience supporting IT operations monitoring or incident management in an enterprise environment.
• Ability to monitor systems continuously and detect anomalies via thresholds/alerts.
• Experience using ITSM tools (e.g., ServiceNow) for incident tracking and documentation.
• Ability to follow incident response procedures and escalation processes.
• Experience providing real‑time status updates to stakeholders during incidents.
• Ability to document incidents and actions clearly and thoroughly.
• Familiarity with IT infrastructure, cloud environments, or enterprise monitoring tools.
• Capability to operate in a 24/7 shift-based environment.

Responsibilities

• Perform continuous monitoring of enterprise systems to detect incidents in real time.
• Support incident declaration and classification and escalation per SOPs.
• Coordinate incident bridge calls with Shift Leads and technical teams.
• Provide timely stakeholder notifications of incident status and impacts.
• Monitor progress and support escalation workflows to ensure timely resolution.
• Maintain incident records in ticketing systems (e.g., ServiceNow).
• Utilize tools to improve incident tracking and reporting efficiency.
• Identify recurring incident trends and contribute to continuous improvement.
• Collaborate with leadership to refine definitions of critical incidents.

Skills

IT operations

Monitoring

Incident management

ServiceNow

ITSM tools

24/7 operations

Communication

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

IT monitoring tools

Job description

Maximus is a trusted federal partner supporting critical national security, defense, and public service programs. This role supports 24/7 operations requiring continuous monitoring, incident response, and real-time communication with stakeholders.

You will use ServiceNow and ITSM practices to document incidents and drive timely resolutions. The ideal candidate has 4+ years in IT operations or incident support, a Bachelor’s degree, and experience in enterprise monitoring.