Incident Command Center Lead — 24/7 IT Operations

Maximus; Raleigh (NC); On-site; USD 60,000 - 90,000; Full time

Job summary

Maximus is hiring for an Incident Manager to lead the Command and Incident Center (CIC) shift operations in a 24/7 environment. You will validate incident severity, drive calls, and coordinate cross-team responses while maintaining real-time status in ServiceNow.

This role requires a proactive communicator who can sustain meticulous incident records and stakeholder updates. The candidate should have 5+ years in IT operations or incident management, a Bachelor’s degree in IT, and familiarity with

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 incident management operations in an enterprise IT environment.
• Hands-on experience with ITSM tools (e.g., ServiceNow).
• Ability to perform real-time monitoring and incident tracking in a fast-paced environment.

Responsibilities

• Lead Command and Incident Center (CIC) shift operations and manage workload distribution for incident response.
• Validate incident severity and prioritization per SOPs and response protocols.
• Direct and facilitate incident bridge calls with technical teams and stakeholders.
• Monitor incident status in real time and ensure timely updates and resolution actions.
• Execute escalation procedures and coordinate response activities across teams.
• Maintain complete incident documentation in ticketing systems (e.g., ServiceNow).
• Provide real-time status updates to stakeholders and ensure situational awareness.
• Coordinate with internal/external partners to align responses across systems.
• Support shift turnover with detailed handoffs to maintain 24/7 operations.
• Contribute to refining incident management processes and SOPs.

Skills

Incident management

ITIL processes

24/7 operations

Stakeholder comms

Team coordination

Real-time monitoring

Education

Bachelor's degree in IT

Tools

ServiceNow

Job description

Maximus is hiring for an Incident Manager to lead the Command and Incident Center (CIC) shift operations in a 24/7 environment. You will validate incident severity, drive calls, and coordinate cross-team responses while maintaining real-time status in ServiceNow.

This role requires a proactive communicator who can sustain meticulous incident records and stakeholder updates. The candidate should have 5+ years in IT operations or incident management, a Bachelor’s degree in IT, and familiarity with