Senior Incident Command Center Lead

MAXIMUS; Cleveland (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

Maximus TCS in the United States is seeking a senior IT Incident Manager to lead end-to-end incident operations from the CIC, coordinating cross-functional teams to detect, escalate, and resolve Sev1/Sev2 incidents.

You will drive RCA, post-incident reviews, and maintain ServiceNow records, while communicating with executives and customers. The role includes on-call coverage and collaboration with architects to improve processes.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field (or equivalent experience).
• 10+ years in IT operations, incident management, or systems analysis roles with demonstrated leadership in incident response.
• Experience leading enterprise incident management operations, including severity assessment, escalation, and resolution coordination.
• Experience facilitating incident bridge calls involving multiple stakeholders (technical teams, vendors, and external partners).
• Hands-on experience with ITSM tools (e.g., ServiceNow) for incident tracking, reporting, and lifecycle management.
• Experience coordinating real-time incident response in mission-critical environments, including high-severity (Sev 1/Sev 2) incidents.
• Demonstrated experience conducting RCA and producing post-incident reports with actionable recommendations.
• Experience managing stakeholder communications during incidents, including executive-level updates.
• Familiarity with continuity of operations (COOP) concepts and activation procedures.
• Ability to develop and maintain incident management procedures, runbooks, and documentation.
• Experience operating in environments requiring 24/7 support and on-call rotation.

Responsibilities

• Lead end-to-end incident management operations through the Command and Incident Center (CIC).
• Oversee severity assessment, triage, and prioritization of incidents.
• Direct and facilitate incident bridge calls with internal teams, vendors, and stakeholders.
• Manage real-time incident response activities, including escalation handling and COOP activation.
• Maintain accurate incident records in ServiceNow with status updates and resolution tracking.
• Lead stakeholder communications during incidents with clear, timely updates.
• Conduct post-incident reviews and root cause analysis (RCA).
• Collaborate with architecture and operations teams to identify process improvements.
• Support development and ongoing improvement of incident management processes and playbooks.
• Participate in after-hours escalation support on a rotating on-call schedule.

Skills

Incident management leadership

Stakeholder communication

Root cause analysis (RCA)

Executive updates

On-call / 24x7 operations

Education

Bachelor's degree in Information Technology, Computer Science, Engineering

Tools

ServiceNow

Job description

Maximus TCS in the United States is seeking a senior IT Incident Manager to lead end-to-end incident operations from the CIC, coordinating cross-functional teams to detect, escalate, and resolve Sev1/Sev2 incidents.

You will drive RCA, post-incident reviews, and maintain ServiceNow records, while communicating with executives and customers. The role includes on-call coverage and collaboration with architects to improve processes.