Senior Incident Command Center Lead - Remote

MAXIMUS; Rock Springs (WY); On-site; USD 90,000 - 120,000; Full time

Job summary

Maximus is seeking a senior IT operations leader to oversee enterprise incident management from the Command and Incident Center. You will drive end-to-end lifecycle, triage severity, coordinate bridges, and ensure timely resolution across systems.

You will manage real-time response, document status in ServiceNow, lead executive updates, and perform post-incident RCA to prevent recurrence. The role requires 10+ years in IT ops and familiarity with COOP and ITIL processes.

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 and escalations.
• Experience coordinating incident bridges with multiple stakeholders.
• Hands-on with ITSM tools (ServiceNow) for tracking and reporting.

Responsibilities

• Lead end-to-end incident management operations through CIC, ensuring timely detection, escalation, coordination, and resolution.
• Oversee severity assessment, triage and prioritization with appropriate response actions.
• Direct incident bridge calls coordinating internal teams, vendors, and stakeholders.
• Manage real-time incident response including COOP activation when needed.
• Maintain incident records in ServiceNow with status updates and logs.
• Lead communications during incidents with leadership, customers, and users.
• Conduct post-incident reviews and RCA to drive corrective actions.
• Collaborate with architecture and operations to improve workflows.
• Support development and continuous improvement of incident processes.
• Participate in after-hours escalation on a rotating on-call schedule.

Skills

Incident management

Leadership

Stakeholder communication

ITIL knowledge

Cloud awareness

Education

Bachelor's degree in IT / CS / Engineering

Tools

ServiceNow

AWS

Azure

Job description

Maximus is seeking a senior IT operations leader to oversee enterprise incident management from the Command and Incident Center. You will drive end-to-end lifecycle, triage severity, coordinate bridges, and ensure timely resolution across systems.

You will manage real-time response, document status in ServiceNow, lead executive updates, and perform post-incident RCA to prevent recurrence. The role requires 10+ years in IT ops and familiarity with COOP and ITIL processes.