Remote Incident Command Center Leader

MAXIMUS

Spokane (WA)

On-site

USD 90,000 - 120,000

Full time

9 days ago

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Job summary

Maximus seeks a Senior Incident Management Lead to direct end-to-end IT operations and champion rapid response across enterprise systems. You will oversee severity triage, incident bridge coordination, real-time response, and post-incident RCA, collaborating with architecture and operations teams while maintaining thorough ServiceNow records and stakeholder communications.

The role requires 10+ years in IT operations, a Bachelor’s degree in a related field, and experience in 24/7 incident

Qualifications

Bachelor's degree in Information Technology, Computer Science, Engineering, or related field (or equivalent experience).
10+ years in IT operations, incident management, or systems analysis with leadership in incident response.
Experience leading enterprise incident management including severity assessment, escalation, and resolution coordination.
Proven ability to lead incident bridge calls with multiple stakeholders (technical teams, vendors, external partners).
Hands-on experience with ITSM tools (e.g., ServiceNow) for incident tracking and lifecycle management.
Experience coordinating real-time incident response in mission-critical environments ( Sev1/Sev2 ).
Experience conducting RCA and producing post-incident reports with actionable recommendations.
Experience stakeholder communications during incidents including executive-level updates.
Familiarity with COOP concepts and activation procedures.
Ability to develop and maintain incident management procedures, runbooks, and documentation.
Experience working in 24/7 environments with on-call rotation.

Responsibilities

Lead end-to-end incident management operations through CIC, ensuring timely detection, escalation, coordination, and resolution across enterprise systems.
Oversee severity assessment, triage, and prioritization of incidents with appropriate response actions.
Direct and facilitate incident bridge calls coordinating internal teams, vendors, and stakeholders.
Manage real-time incident response activities including escalation handling and COOP activation when required.
Maintain accurate incident records in ServiceNow with status updates and resolution logs.
Lead stakeholder communications during incidents with clear, concise updates to leadership and users.
Conduct post-incident reviews and RCA, documenting findings and driving corrective actions.
Collaborate with architecture and operations teams to identify process efficiencies in incident management workflows.
Support development and continual improvement of SOPs and playbooks aligned with ITSM best practices.
Participate in after-hours escalation support through rotating on-call schedule.