Mission-Critical Incident Command Center Lead

Maximus; Jefferson City (MO); On-site; USD 60,000 - 90,000; Full time

Job summary

Maximus is seeking an experienced Incident Manager to lead Command and Incident Center (CIC) shift operations in a 24/7 environment. You will coordinate incident response, validate severity, and ensure timely communication with stakeholders.

This role requires a Bachelor’s degree and 5+ years in IT operations or incident management, with hands-on ServiceNow experience, ITIL familiarity, and the ability to work under pressure.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 5+ years of experience in IT operations, systems analysis, or incident management roles.
• Demonstrated experience supporting or leading incident management operations in an enterprise IT environment.
• Proven ability to assess and validate incident severity and prioritization using defined SOPs or operational frameworks.

Responsibilities

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

IT operations

Strong communication

Under pressure

Shift-based / 24x7 operations

Education

Bachelor’s degree in IT/CS or related field

Tools

ServiceNow

Job description

Maximus is seeking an experienced Incident Manager to lead Command and Incident Center (CIC) shift operations in a 24/7 environment. You will coordinate incident response, validate severity, and ensure timely communication with stakeholders.

This role requires a Bachelor’s degree and 5+ years in IT operations or incident management, with hands-on ServiceNow experience, ITIL familiarity, and the ability to work under pressure.