Remote Incident Command Center Lead

MAXIMUS; Sioux Falls (SD); On-site; USD 90,000 - 120,000; Full time

Job summary

Maximus is seeking an experienced IT Incident Management Lead to oversee end-to-end incident operations from the Command and Incident Center. You will coordinate severity assessments, triage, bridges, and real-time response across enterprise systems while ensuring 24/7 coverage and effective post-incident RCA.

You will document with ServiceNow, drive SOP improvements, and communicate updates to executives and customers.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field (or equivalent experience).
• 10+ years of experience in IT operations, incident management, or systems analysis roles, with leadership in incident response.
• Experience leading enterprise incident management operations with severity assessment and escalation.
• Experience coordinating real-time incident response in mission-critical environments (Sev 1/Sev 2).
• Hands-on experience with ITSM tools (e.g., ServiceNow) for incident tracking and lifecycle management.

Responsibilities

• Lead end-to-end incident management operations through the CIC.
• Oversee severity assessment, triage, and prioritization of incidents.
• Direct and facilitate incident bridge calls with multiple stakeholders.
• Manage real-time incident response and COOP activations as needed.
• Maintain incident records in ServiceNow with updates and logs.
• Lead stakeholder communications during incidents for leadership and customers.
• Conduct post-incident reviews and RCA with corrective actions.
• Collaborate with architecture and operations to improve workflows.
• Support development and continuous improvement of incident management processes.
• Participate in after-hours escalation via on-call rotation.

Skills

Incident management

Stakeholder communication

Leadership

ITIL knowledge

Education

Bachelor's degree in IT/CS/Engineering

Tools

ServiceNow

AWS

Azure

Job description

Maximus is seeking an experienced IT Incident Management Lead to oversee end-to-end incident operations from the Command and Incident Center. You will coordinate severity assessments, triage, bridges, and real-time response across enterprise systems while ensuring 24/7 coverage and effective post-incident RCA.

You will document with ServiceNow, drive SOP improvements, and communicate updates to executives and customers.