Senior Incident Command Center Lead

MAXIMUS; Duluth (MN); On-site; USD 90,000 - 120,000; Full time

Job summary

Maximus in the United States seeks a Senior Incident Management Lead to supervise end-to-end operations across the Command and Incident Center, ensuring timely detection, escalation, and resolution of incidents across enterprise systems.

You will drive severity assessment, triage, and coordination with internal teams and vendors, while maintaining ServiceNow records and delivering executive updates. This role involves 24/7 on-call responsibilities and RCA-focused reviews.

Qualifications

• Bachelor's degree in IT, CS, engineering, or related field.
• 10+ years in IT operations or incident management with leadership.
• Experience leading enterprise incident management, severity assessment, escalation, and resolution.
• Experience coordinating incident bridge calls with multiple teams and vendors.
• Hands-on use of ServiceNow for incident tracking and reporting.
• Experience in high-severity Sev1/Sev2 incidents.
• Experience performing RCA and post-incident reporting.
• Strong stakeholder communication, including executive updates.
• Familiarity with COOP concepts and procedures.
• Ability to develop runbooks and incident documentation.
• Experience with 24/7 on-call environments.

Responsibilities

• Lead end-to-end incident management operations across CIC.
• Assess severity, triage, and prioritize incidents.
• Direct incident bridge calls with internal teams and vendors.
• Coordinate real-time response and COOP activations.
• Document incident records and communications in ServiceNow.
• Conduct post-incident reviews and RCA with actionable outcomes.
• Collaborate with architecture and operations to improve workflows.
• Support continuous improvement of incident management SOPs and playbooks.
• Participate in after-hours escalations on a rotating shift.

Skills

Incident management

Leadership

Stakeholder communication

On-call coordination

Problem solving

ITIL knowledge

Cross-team collaboration

Education

Bachelor's degree

Tools

ServiceNow

ITSM tools

Job description

Maximus in the United States seeks a Senior Incident Management Lead to supervise end-to-end operations across the Command and Incident Center, ensuring timely detection, escalation, and resolution of incidents across enterprise systems.

You will drive severity assessment, triage, and coordination with internal teams and vendors, while maintaining ServiceNow records and delivering executive updates. This role involves 24/7 on-call responsibilities and RCA-focused reviews.