Senior Incident Command Center Leader

MAXIMUS; Bennington (VT); On-site; USD 90,000 - 120,000; Full time

Job summary

Maximus is seeking an experienced Incident Management Leader to run end-to-end operations from the Command and Incident Center (CIC). You will coordinate across enterprise teams, vendors, and leadership to detect, escalate, and resolve Sev1/Sev2 incidents in a timely manner.

Responsibilities include real-time response, RCAs, and improving ITSM processes. This role requires 10+ years in IT operations and a strong background in ITIL-based incident lifecycle management.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field (or equivalent).
• 10+ years in IT operations, incident management, or systems analysis with leadership in incident response.
• Experience leading enterprise incident management operations and coordinating escalation.

Responsibilities

• Lead end-to-end incident management across CIC with timely detection, escalation, and resolution.
• Oversee severity assessment, triage, and prioritization of incidents.
• Direct and facilitate incident bridge calls with internal teams, vendors, and stakeholders.
• Manage real-time incident response and COOP activations as needed.
• Maintain incident records in ServiceNow with updates and logs.
• Lead stakeholder communications during incidents with leadership and customers.
• Conduct post-incident RCA and drive corrective actions.
• Collaborate with architecture/ops to improve workflows.
• Support development of incident management SOPs and playbooks.
• Participate in after-hours escalation on a rotating on-call schedule.

Skills

Incident management

Leadership

Stakeholder comms

ServiceNow

On-call rotation

ITIL processes

COOP procedures

Cloud/DevSecOps

24/7 support

Vendors coordination

Education

Bachelor's degree in IT/CS/Engineering

Tools

AWS

Azure

Job description

Maximus is seeking an experienced Incident Management Leader to run end-to-end operations from the Command and Incident Center (CIC). You will coordinate across enterprise teams, vendors, and leadership to detect, escalate, and resolve Sev1/Sev2 incidents in a timely manner.

Responsibilities include real-time response, RCAs, and improving ITSM processes. This role requires 10+ years in IT operations and a strong background in ITIL-based incident lifecycle management.