Senior Incident Command Center Lead

MAXIMUS; Minot (ND); On-site; USD 90,000 - 120,000; Full time

Job summary

Maximus is seeking an experienced Incident Management Lead to oversee end-to-end incident operations via the CIC, ensuring rapid detection, escalation, and resolution across enterprise systems. The role requires 10+ years in IT operations with a proven track record in Sev1/Sev2 handling, RCA, and executive communications.

You will coordinate incident bridge calls, align COOP procedures when needed, and maintain thorough ServiceNow records while driving process improvements and playbooks for 24/7

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field (or equivalent experience).
• 10+ years in IT operations, incident management, or systems analysis with leadership in incident response.
• Experience leading enterprise incident management with severity assessment, escalation, and resolution coordination.
• Experience coordinating incident bridge calls with multiple stakeholders (technical teams, vendors, partners).
• Hands-on ITSM tools experience (ServiceNow) for incident tracking and lifecycle management.
• Experience managing real-time incident response in Sev1/Sev2 environments.
• Experience conducting RCA and producing post-incident reports with actionable recommendations.
• Experience communicating with executives during incidents.
• Familiarity with COOP concepts and activation procedures.
• Ability to develop and maintain incident management runbooks and documentation.
• Experience operating in 24/7 support and on-call rotation.

Responsibilities

• Lead end-to-end incident management through the Command and Incident Center, ensuring timely detection, escalation, coordination, and resolution.
• Oversee severity assessment, triage, and prioritization with appropriate response actions.
• Direct and facilitate incident bridge calls with internal teams, vendors, and stakeholders.
• Coordinate real-time incident response and activation of COOP procedures when required.
• Maintain incident records in ServiceNow including status updates and resolution logs.
• Lead stakeholder communications with leadership, customers, and users during incidents.
• Conduct post-incident reviews and RCA with actionable corrective actions.
• Collaborate with architecture and operations to improve workflows and efficiencies.
• Support ongoing improvement of incident management processes and SOPs.
• Participate in after-hours escalation on a rotating on-call schedule.

Skills

Incident management

Stakeholder communication

ITIL knowledge

On-call coordination

ServiceNow

Cloud/DevSecOps awareness

24/7 support experience

Education

Bachelor's degree in IT/CS/Engineering

Tools

ServiceNow

Job description

Maximus is seeking an experienced Incident Management Lead to oversee end-to-end incident operations via the CIC, ensuring rapid detection, escalation, and resolution across enterprise systems. The role requires 10+ years in IT operations with a proven track record in Sev1/Sev2 handling, RCA, and executive communications.

You will coordinate incident bridge calls, align COOP procedures when needed, and maintain thorough ServiceNow records while driving process improvements and playbooks for 24/7