Remote Senior Incident Command Center Lead

MAXIMUS; Baltimore (MD); On-site; USD 90,000 - 120,000; Full time

Job summary

Maximus is seeking an experienced IT Incident Manager to lead end-to-end incident management operations from the Command and Incident Center, coordinating across enterprise teams and vendors. You will drive severity assessments, bridge calls, and post-incident RCA actions.

The role requires 10+ years in IT operations or incident management, hands-on ServiceNow experience, and the ability to operate in 24/7 environments with on-call rotations.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• 10+ years in IT operations or incident management with leadership.
• Experience leading enterprise incident management, severity assessment, escalation, and resolution.

Responsibilities

• Lead end-to-end incident management through the Command and Incident Center.
• Oversee severity assessment, triage, and prioritization with action initiation.
• Direct incident bridge calls coordinating multiple teams and vendors.
• Manage real-time incident response and COOP activation when needed.
• Maintain incident records in ServiceNow with updates and communications.
• Lead stakeholder communications and provide timely leadership updates.
• Conduct post-incident RCA and drive corrective actions.
• Collaborate with architecture/operations to improve workflows.
• Support process improvement and creation of SOPs and playbooks.
• Participate in after-hours escalation on a rotating on-call schedule.

Skills

Leadership

Incident management

Stakeholder communication

On-call coordination

ITIL knowledge

Education

Bachelor's degree in IT/CS/Engineering

Tools

ServiceNow

Job description

Maximus is seeking an experienced IT Incident Manager to lead end-to-end incident management operations from the Command and Incident Center, coordinating across enterprise teams and vendors. You will drive severity assessments, bridge calls, and post-incident RCA actions.

The role requires 10+ years in IT operations or incident management, hands-on ServiceNow experience, and the ability to operate in 24/7 environments with on-call rotations.