Mission-Critical CIC Lead: Incident Command & Response

Maximus; Oklahoma City (OK); On-site; USD 60,000 - 90,000; Full time

Job summary

Maximus is seeking an experienced IT Operations lead to manage Command and Incident Center (CIC) shift operations in a 24/7 environment. You will coordinate personnel, validate incident severity, and direct bridge calls with technical teams to ensure rapid, aligned responses.

The role requires strong communication under pressure, hands-on use of ITSM tools like ServiceNow, and a track record in enterprise incident management. U.S. citizenship or national status preferred.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5+ years of IT operations, systems analysis, or incident management experience.
• Experience supporting enterprise IT incident management.
• Proven ability to assess incident severity using SOPs.
• Hands-on with ITSM tools (ServiceNow) for incident tracking and documentation.
• Experience in shift-based or 24/7 operational environments.

Responsibilities

• Lead CIC shift operations and coordinate personnel to ensure timely incident response.
• Validate incident severity and prioritization using SOPs.
• Direct incident bridge calls with technical teams and stakeholders.
• Monitor incident status in real time and maintain updates.
• Execute escalation procedures per defined processes.
• Document incidents in ticketing systems (e.g., ServiceNow).
• Provide real-time status updates to stakeholders.
• Coordinate with internal teams and external partners for incident response.
• Support shift turnover with detailed handoffs.
• Contribute to continuous improvement of incident management processes.

Skills

Incident management

IT operations

Cross-team coordination

Real-time monitoring

Communication under pressure

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

Tools

ServiceNow

Job description

Maximus is seeking an experienced IT Operations lead to manage Command and Incident Center (CIC) shift operations in a 24/7 environment. You will coordinate personnel, validate incident severity, and direct bridge calls with technical teams to ensure rapid, aligned responses.

The role requires strong communication under pressure, hands-on use of ITSM tools like ServiceNow, and a track record in enterprise incident management. U.S. citizenship or national status preferred.