Incident Command Center Lead - 24/7 Mission Operations

Maximus; Baton Rouge (LA); On-site; USD 60,000 - 90,000; Full time

Job summary

Maximus in Baton Rouge, LA is seeking an IT Operations/Incident Manager to lead the Command and Incident Center (CIC) shift operations, coordinate teams across technical domains, and ensure timely incident response. You will validate incident severity, manage bridge calls, monitor status in real time, and document actions in ServiceNow.

Requires 5+ years in IT ops or incident management and a Bachelor's degree.

Qualifications

• 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.

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.

Skills

Incident management

IT operations

Stakeholder communication

Real-time monitoring

Coordination

Education

Bachelor’s degree in IT/CS

Tools

ServiceNow

Job description

Maximus in Baton Rouge, LA is seeking an IT Operations/Incident Manager to lead the Command and Incident Center (CIC) shift operations, coordinate teams across technical domains, and ensure timely incident response. You will validate incident severity, manage bridge calls, monitor status in real time, and document actions in ServiceNow.

Requires 5+ years in IT ops or incident management and a Bachelor's degree.