Senior Incident Command Center Lead (Remote)

MAXIMUS; Providence (RI); On-site; USD 90,000 - 120,000; Full time

Job summary

Maximus is seeking a Senior IT Incident Manager to lead end-to-end incident management across enterprise systems. You will oversee severity assessments, triage, escalation, and coordination of resolution with cross-functional teams and external vendors.

You will manage real-time response, maintain ServiceNow records, lead stakeholder communications, and conduct post-incident RCA to drive improvements. A rotating on-call schedule is required.

Qualifications

• Bachelor's degree in IT, Computer Science, Engineering, or related field or equivalent experience.
• 10+ years in IT operations, incident management, or systems analysis with leadership in incident response.
• Proven experience leading enterprise incident management operations with severity assessment and escalation.
• Experience facilitating incident bridge calls with multiple stakeholders including vendors.
• Hands-on with ITSM tools (e.g., ServiceNow) for incident tracking and lifecycle management.
• Experience coordinating real-time incident response in Sev1/Sev2 environments.
• Experience conducting RCA and producing post-incident reports with recommendations.
• Experience stakeholder communications including executive updates.
• Familiarity with COOP concepts and activation procedures.
• Ability to develop and maintain incident management runbooks and documentation.
• Experience in 24/7 operations with on-call rotation.

Responsibilities

• Lead end-to-end incident management operations through CIC, ensuring timely detection, escalation, and resolution.
• Oversee severity assessment, triage, and prioritization based on impact and criticality.
• Direct and facilitate incident bridge calls with internal teams and vendors.
• Manage real-time incident response, escalation handling, and COOP activations as needed.
• Maintain incident records in ServiceNow with status updates and resolutions.
• Lead stakeholder communications during incidents with clear, timely updates.
• Conduct post-incident reviews and RCA, driving corrective actions to prevent recurrence.
• Collaborate with architecture/operations to improve incident workflows.
• Support continuous improvement of incident processes and playbooks.
• Participate in after-hours escalation on a rotating on-call schedule.

Skills

Incident management leadership

Stakeholder communication

On-call management

Cross-team coordination

Education

Bachelor's degree in IT/CS/Engineering

Tools

ServiceNow

Job description

Maximus is seeking a Senior IT Incident Manager to lead end-to-end incident management across enterprise systems. You will oversee severity assessments, triage, escalation, and coordination of resolution with cross-functional teams and external vendors.

You will manage real-time response, maintain ServiceNow records, lead stakeholder communications, and conduct post-incident RCA to drive improvements. A rotating on-call schedule is required.