Incident Command Center Lead - 24/7 Operations

Maximus; Charleston (WV); On-site; USD 60,000 - 90,000; Full time

Job summary

Maximus is seeking a skilled Incident Center Lead to manage 24/7 CIC shift operations, coordinating teams and incident response. You will drive escalation, maintain situational awareness, and provide stakeholders with timely updates during critical incidents.

Ideal candidates have a bachelor's in IT or related field and 5+ years in IT operations or incident management, with ServiceNow experience and the ability to work under pressure in mission‑critical environments.

Qualifications

• Bachelor's degree or equivalent experience in IT, CS, or related field.
• 5+ years in IT operations, systems analysis, or incident management.
• Experience supporting incident management in enterprise IT environments.
• Proven ability to assess incident severity and prioritization using SOPs.
• Experience coordinating incident bridge calls with multiple teams.

Responsibilities

• Lead CIC shift operations and coordinate personnel for incident response.
• Validate incident severity and prioritization per SOPs.
• Direct incident bridge calls with technical teams and stakeholders.
• Monitor real-time incident status and ensure timely updates.
• Execute escalation procedures and coordinate response activities.
• Document incidents in ticketing systems (e.g., ServiceNow).
• Provide real-time status updates to stakeholders throughout incidents.
• Coordinate with internal and external partners for aligned responses.
• Support shift turnover with detailed handoff briefings.
• Contribute to process improvements in incident management.

Skills

Incident management

CIC leadership

SOP adherence

real-time coordination

communication

ITIL familiarity

Education

Bachelor’s degree in IT or related field

Tools

ServiceNow

Job description

Maximus is seeking a skilled Incident Center Lead to manage 24/7 CIC shift operations, coordinating teams and incident response. You will drive escalation, maintain situational awareness, and provide stakeholders with timely updates during critical incidents.

Ideal candidates have a bachelor's in IT or related field and 5+ years in IT operations or incident management, with ServiceNow experience and the ability to work under pressure in mission‑critical environments.