Mission-Critical Incident Command Lead (CIC Shift)

Maximus; Boston (MA); On-site; USD 60,000 - 90,000; Full time

Job summary

Maximus seeks an Incident Response Lead to head Command Center shift operations, coordinating staff and workloads for prompt incident handling. You will classify severity, run bridge calls, and ensure timely updates across systems, driving continuous improvements in incident management processes.

With 5+ years in IT operations or incident management, you will leverage ServiceNow and ITIL frameworks in a fast-paced, 24/7 environment, reporting to the TCS team.

Qualifications

• Bachelor’s degree in IT or related field.
• 5+ years of experience in IT operations, systems analysis, or incident management roles.
• Experience supporting incident management operations in an enterprise IT environment.
• 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 and documentation.

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 refinement and continuous improvement of incident management processes, SOPs, and operational procedures.

Skills

IT operations

Incident management

ServiceNow

ITIL

NOC/Command Center

Communication

Cloud/network teamwork

Education

Bachelor’s degree in Information Technology or related field

Tools

ServiceNow

Job description

Maximus seeks an Incident Response Lead to head Command Center shift operations, coordinating staff and workloads for prompt incident handling. You will classify severity, run bridge calls, and ensure timely updates across systems, driving continuous improvements in incident management processes.

With 5+ years in IT operations or incident management, you will leverage ServiceNow and ITIL frameworks in a fast-paced, 24/7 environment, reporting to the TCS team.