Senior Incident Command Center Leader

MAXIMUS; Nashville (TN); On-site; USD 90,000 - 120,000; Full time

Job summary

MAXIMUS is seeking an experienced Incident Management Leader to drive end-to-end operations from the Command and Incident Center. You will oversee severity assessment, triage, and escalation, coordinating cross-functional teams and external partners to resolve critical incidents.

You will maintain accurate incident records, communicate with executives and customers, and conduct post-incident reviews with actionable RCA findings to improve service reliability.

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 operations and coordinating escalation and resolution.

Responsibilities

• Lead end-to-end incident management operations through the CIC for timely detection, escalation, and resolution across enterprise systems.
• Oversee severity assessment, triage, and prioritization with appropriate response actions.
• Direct and facilitate incident bridge calls with stakeholders and vendors to resolve critical incidents.

Skills

Incident management

ITIL

Leadership

Stakeholder communication

Bridge calls

Root cause analysis

24/7 on-call

Education

Bachelor's degree in IT/CS/Engineering

Tools

ServiceNow

ITSM tools

COOP procedures

Job description

MAXIMUS is seeking an experienced Incident Management Leader to drive end-to-end operations from the Command and Incident Center. You will oversee severity assessment, triage, and escalation, coordinating cross-functional teams and external partners to resolve critical incidents.

You will maintain accurate incident records, communicate with executives and customers, and conduct post-incident reviews with actionable RCA findings to improve service reliability.