Senior Incident Command Center Leader

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

Job summary

Maximus TCS is seeking a Senior Incident Manager to lead end-to-end incident operations through the Command and Incident Center, coordinating cross-functional teams, vendors, and leadership.

You will manage severity triage, incident bridge calls, real-time response, post‑incident RCA, and on‑call rotations, using ITSM tooling (ServiceNow) and COOP procedures to improve service reliability. This role requires 10+ years in IT operations and proven leadership in enterprise incident management.

Qualifications

• Bachelor's degree in IT/CS/Engineering or equivalent.
• 10+ years in IT operations or incident management with leadership.
• Experience leading enterprise incident management and Sev1/Sev2 incidents.
• Experience coordinating incident bridge calls with multiple stakeholders.
• Hands-on with ITSM tools, especially ServiceNow.
• Familiarity with COOP concepts and post-incident reporting.

Responsibilities

• Lead end-to-end incident management operations via CIC, coordinating across teams and vendors.
• Oversee severity assessment, triage, and escalation decisions.
• Direct incident bridge calls and multi-party coordination through resolution.
• Manage real-time incident response and COOP activation as needed.
• Record incidents in ServiceNow with updates and logs.
• Lead post-incident reviews and root cause analysis to drive improvements.
• Collaborate with architecture and operations to improve workflows.
• Support development of incident management SOPs and playbooks.
• Participate in after-hours on-call coverage.

Skills

Incident management leadership

Stakeholder communication

ITIL knowledge

ServiceNow

On-call rotation experience

Cross-functional collaboration

Education

Bachelor's degree in IT/CS/Engineering or related field

Tools

ServiceNow

Job description

Maximus TCS is seeking a Senior Incident Manager to lead end-to-end incident operations through the Command and Incident Center, coordinating cross-functional teams, vendors, and leadership.

You will manage severity triage, incident bridge calls, real-time response, post‑incident RCA, and on‑call rotations, using ITSM tooling (ServiceNow) and COOP procedures to improve service reliability. This role requires 10+ years in IT operations and proven leadership in enterprise incident management.