Incident Command Center Lead (CIC) – 24/7 Operations

Maximus; Bismarck (ND); On-site; USD 60,000 - 90,000; Full time

Job summary

Maximus is seeking an IT Incident Manager to lead Command and Incident Center (CIC) shift operations in a 24/7 environment. You will validate incident severity, coordinate bridge calls, monitor real-time status, and ensure thorough documentation in ServiceNow. The role requires a Bachelor’s degree and 5+ years in IT operations or incident management, with federal/public sector experience preferred.

U.S. citizenship or national status is required, and the position is contingent on contract award.

Qualifications

• Bachelor’s degree in IT, CS, or related field.
• 5+ years in IT operations or incident management.
• Experience supporting enterprise IT incident management.
• Ability to assess incident severity using SOPs or frameworks.
• Experience coordinating incident bridge calls across multiple teams.
• Hands-on ITSM tools experience (ServiceNow).
• Real-time incident monitoring in fast-paced environments.
• Experience in 24/7 shift operations.

Responsibilities

• Lead Command and Incident Center (CIC) shift operations and manage workload distribution for timely incident response.
• Validate incident severity and prioritization using SOPs.
• Direct and facilitate incident bridge calls with technical teams and stakeholders.
• Monitor incident status in real time and ensure timely updates and documentation.
• Execute escalation procedures per defined processes for critical incidents.
• Document incidents in ticketing systems (e.g., ServiceNow) with actions and resolutions.
• Provide real-time status updates to stakeholders and maintain situational awareness.
• Coordinate with internal teams and external partners for aligned response.
• Support shift turnover with thorough handoffs to maintain 24/7 continuity.
• Contribute to refining incident management processes and SOPs.

Skills

Incident management

IT operations

Communication

Collaboration

Education

Bachelor’s degree in IT or related field

Tools

ServiceNow

Job description

Maximus is seeking an IT Incident Manager to lead Command and Incident Center (CIC) shift operations in a 24/7 environment. You will validate incident severity, coordinate bridge calls, monitor real-time status, and ensure thorough documentation in ServiceNow. The role requires a Bachelor’s degree and 5+ years in IT operations or incident management, with federal/public sector experience preferred.

U.S. citizenship or national status is required, and the position is contingent on contract award.