Senior Incident Command Center Lead

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

Job summary

Maximus is seeking an experienced Incident Management Leader to oversee end-to-end response for enterprise systems, coordinating across CIC, IT teams, vendors, and executives. You will drive severity assessments, bridge calls, root-cause analysis, and post-incident improvements in a 24/7 on-call environment.

Based in Minneapolis, MN, this full-time role requires 10+ years in IT operations or incident management, ITIL familiarity, and strong communication with leadership.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering or related field (or equivalent experience).
• 10+ years of experience in IT operations, incident management, or systems analysis with leadership in incident response.
• Demonstrated experience leading enterprise incident management operations, including severity assessment, escalation, and resolution coordination.
• Proven ability to manage and facilitate 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 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 COOP concepts and activation procedures.
• Ability to develop and maintain incident management procedures, runbooks, and documentation.
• Experience operating in 24/7 environments with on-call rotation.

Responsibilities

• Lead end-to-end incident management operations through CIC for timely detection, escalation, coordination, and resolution.
• Oversee severity assessment, triage, and prioritization based on impact and criticality.
• Direct and facilitate incident bridge calls with internal teams, vendors, and stakeholders.
• Coordinate real-time incident response activities and COOP activations as needed.
• Maintain accurate incident records in ServiceNow including status, resolution, and logs.
• Lead communications during incidents with leadership, customers, and users.
• Conduct post-incident reviews and RCA with actionable corrective actions.
• Collaborate with architecture and operations toward process efficiencies.
• Support development and improvement of incident management processes and playbooks.
• Participate in after-hours escalation on a rotating on-call schedule.

Skills

Incident management leadership

ITIL knowledge

Stakeholder communication

On-call coordination

Cross-team coordination

Education

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

Tools

ServiceNow

Job description

Maximus is seeking an experienced Incident Management Leader to oversee end-to-end response for enterprise systems, coordinating across CIC, IT teams, vendors, and executives. You will drive severity assessments, bridge calls, root-cause analysis, and post-incident improvements in a 24/7 on-call environment.

Based in Minneapolis, MN, this full-time role requires 10+ years in IT operations or incident management, ITIL familiarity, and strong communication with leadership.