Mission-Critical CIC Shift Lead - 24/7 Incident Response

Maximus; Des Moines (IA); On-site; USD 60,000 - 90,000; Full time

Job summary

Maximus is seeking an experienced Incident Center Lead to manage 24/7 CIC operations, coordinate teams, and ensure timely incident response across mission-critical systems. You will validate incident severity, run incident bridge calls, and document actions in ServiceNow, collaborating with federal clients under a Public Trust workflow.

This role requires a bachelor’s in IT or related field and 5+ years in IT operations or incident management, with the ability to work under pressure in

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• 5+ years of experience in IT operations, systems analysis, or incident management roles.
• Experience supporting or leading incident management operations in an enterprise IT environment.
• Proven ability to assess and validate incident severity and prioritization using SOPs or 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.
• Validate incident severity and prioritization using SOPs, ensuring accurate classification and adherence to protocols.
• Direct and facilitate incident bridge calls, coordinating technical teams and stakeholders.
• Monitor incident status in real time, ensuring updates and effective execution of response activities.
• Execute escalation procedures per defined processes to address critical incidents promptly.
• Maintain complete incident documentation in ticketing systems (e.g., ServiceNow).
• Provide real-time communication to stakeholders, maintaining situational awareness.
• Coordinate with internal teams and external partners for aligned response across systems.
• Support shift turnover with detailed handoffs to ensure continuity.

Skills

Incident management

IT operations

Stakeholder coordination

Real-time monitoring

Documentation

Education

Bachelor’s degree in IT or related field

Tools

ServiceNow

Job description

Maximus is seeking an experienced Incident Center Lead to manage 24/7 CIC operations, coordinate teams, and ensure timely incident response across mission-critical systems. You will validate incident severity, run incident bridge calls, and document actions in ServiceNow, collaborating with federal clients under a Public Trust workflow.

This role requires a bachelor’s in IT or related field and 5+ years in IT operations or incident management, with the ability to work under pressure in