Senior Incident Command Center Lead

MAXIMUS; Indianapolis (IN); On-site; USD 90,000 - 120,000; Full time

Job summary

Maximus seeks a seasoned Incident Management Leader to oversee end-to-end operations from the CIC, coordinating across enterprise teams and vendors. You will drive severity assessments, ensure timely responses, and document RCA findings to prevent recurrence.

This role requires managing real-time incidents in Sev1/Sev2 scenarios and leading post-incident reviews with senior stakeholders. You will collaborate with architects and operations to optimize workflows and maintain comprehensive SOPs,

Qualifications

• Bachelor's degree or equivalent in IT or a related field.
• 10+ years of IT operations, incident management, or systems analysis with leadership.
• Proven experience leading enterprise incident management and escalation.
• Ability to lead incident bridge calls with multiple stakeholders.
• Hands-on experience with ITSM tools (ServiceNow) for tracking and reporting.
• Experience coordinating real-time incident response in Sev1/Sev2 scenarios.
• Experience conducting RCA and producing post-incident reports.
• Experience managing executive-level incident communications.
• Familiarity with COOP concepts and activation procedures.
• Ability to develop incident management runbooks and documentation.

Responsibilities

• Lead end-to-end incident management through CIC, ensuring timely detection and resolution.
• Oversee severity assessment, triage, and prioritization based on impact.
• Direct incident bridge calls with internal teams, vendors, and stakeholders.
• Coordinate real-time incident response and COOP activation when needed.
• Maintain incident records in ServiceNow with updates and logs.
• Provide clear updates to leadership, customers, and impacted users.
• Perform post-incident reviews and root cause analyses with corrective actions.
• Collaborate with architecture and operations to improve workflows.
• Support development and improvement of incident management SOPs and playbooks.
• Participate in after-hours on-call rotations to ensure coverage.

Skills

Incident management

Leadership

Stakeholder communication

ITIL

RCA (root cause analysis)

COOP procedures

On-call leadership

Documentation

24/7 support

Education

Bachelor's degree in Information Technology, Computer Science, Engineering, or related field

Tools

ServiceNow

Job description

Maximus seeks a seasoned Incident Management Leader to oversee end-to-end operations from the CIC, coordinating across enterprise teams and vendors. You will drive severity assessments, ensure timely responses, and document RCA findings to prevent recurrence.

This role requires managing real-time incidents in Sev1/Sev2 scenarios and leading post-incident reviews with senior stakeholders. You will collaborate with architects and operations to optimize workflows and maintain comprehensive SOPs,