Senior Incident Command Center Lead

MAXIMUS; Charleston (WV); On-site; USD 90,000 - 120,000; Full time

Job summary

MAXIMUS is seeking an experienced Senior Incident Manager to drive enterprise incident management operations from the CIC. You will oversee severity assessment, escalation, and rapid resolution across IT systems, coordinating with vendors, technical teams, and leadership.

You will lead real-time responses, perform RCA, and maintain comprehensive incident records in ServiceNow, while supporting COOP activations and 24/7 operations.

Qualifications

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

Responsibilities

• Lead end-to-end incident management operations through CIC, ensuring timely detection, escalation, coordination, and resolution.
• Oversee severity assessment, triage, and prioritization of incidents with appropriate response actions.
• Direct and facilitate incident bridge calls with internal teams, vendors and stakeholders.
• Manage real-time incident response activities and activation of COOP when required.
• Maintain incident records in ServiceNow with status updates and resolution tracking.
• Lead stakeholder communications with leadership, customers, and impacted users.
• Conduct post-incident reviews and RCA to drive corrective actions.
• Collaborate with architecture and operations teams to improve workflows.
• Develop and improve incident management SOPs and playbooks.
• Participate in after-hours escalation on a rotating on-call schedule.

Skills

Incident management

Leadership

Stakeholder communication

ITIL familiarity

On-call management

Education

Bachelor's degree in IT/CS/Engineering

Tools

ServiceNow

Job description

MAXIMUS is seeking an experienced Senior Incident Manager to drive enterprise incident management operations from the CIC. You will oversee severity assessment, escalation, and rapid resolution across IT systems, coordinating with vendors, technical teams, and leadership.

You will lead real-time responses, perform RCA, and maintain comprehensive incident records in ServiceNow, while supporting COOP activations and 24/7 operations.