Mission-Critical Incident Command Lead

Maximus

Montgomery (AL)

On-site

USD 60,000 - 90,000

Full time

14 days+

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Job summary

Maximus seeks an experienced Incident Manager to lead CIC shift operations and coordinate incident response across multiple technical groups. You will validate severity, run incident bridge calls, track status in real time, and ensure timely escalation and documentation. The role requires 5+ years in IT incident management and hands-on ServiceNow usage, with 24/7 shift experience.

The position is contingent on contract award and requires ability to obtain and maintain a Public Trust. U.S.

Qualifications

Bachelor’s degree in IT/CS or related field.
5+ years in IT operations, systems analysis, or incident management roles.
Experience supporting or leading incident management operations in an enterprise IT environment.
Ability to assess and validate incident severity and prioritization using SOPs/operational frameworks.
Experience coordinating incident bridge calls across multiple technical teams and stakeholders.
Hands-on experience with ITSM tools (e.g., ServiceNow).
Ability to perform real-time monitoring and incident tracking in a fast-paced environment.
Experience executing incident escalation procedures and coordinating response activities.
Experience in shift-based or 24/7 operational environments.

Responsibilities

Lead Command and Incident Center (CIC) shift operations, coordinating personnel and workload distribution to ensure efficient 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).
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.