Mission-Critical CIC Shift Lead (24/7 Incident Command)

Maximus; Providence (RI); On-site; USD 60,000 - 90,000; Full time

Job summary

Maximus, a trusted federal partner, is seeking an IT Incident Manager in Providence, RI to lead CIC shift operations and coordinate incident response across technical teams. The role requires strong leadership, hands-on incident management, and clear communication in a 24/7 setting.

Applicants should have 5+ years in IT operations or incident management, a Bachelor’s degree in IT/CS or related field, and experience with ITSM tools like ServiceNow.

Qualifications

• Bachelor’s degree in IT, CS, or related field or equivalent experience.
• 5+ years in IT operations or incident management roles.
• Experience supporting incident management in an enterprise IT environment.
• Proven ability to assess incident severity and prioritization using SOPs or operational frameworks.
• Experience coordinating incident bridge calls across multiple technical teams and stakeholders.
• Hands-on experience with ITSM tools (e.g., ServiceNow) for incident tracking, updates, and documentation.
• Ability to perform real-time monitoring and incident tracking in a fast-paced, mission-critical environment.
• Experience executing incident escalation procedures and coordinating response activities.

Responsibilities

• Lead Command and Incident Center (CIC) shift operations, coordinating personnel and 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

24/7 operations

Education

Bachelor’s degree in IT/CS or related field

Tools

ServiceNow

Job description

Maximus, a trusted federal partner, is seeking an IT Incident Manager in Providence, RI to lead CIC shift operations and coordinate incident response across technical teams. The role requires strong leadership, hands-on incident management, and clear communication in a 24/7 setting.

Applicants should have 5+ years in IT operations or incident management, a Bachelor’s degree in IT/CS or related field, and experience with ITSM tools like ServiceNow.