Senior Incident Command Center Leader - Remote

MAXIMUS; Shreveport (LA); On-site; USD 90,000 - 120,000; Full time

Job summary

MAXIMUS is seeking an experienced IT Incident Manager to lead end-to-end incident response within the Command and Incident Center (CIC). You will oversee severity assessment, escalation, and resolution coordination across enterprise systems and vendors.

Responsibilities include directing incident bridge calls, managing real-time response including COOP activation, maintaining ServiceNow records, and delivering timely leadership updates.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field (or equivalent experience).
• 10+ years of experience in IT operations, incident management, or systems analysis with leadership.
• Experience leading enterprise incident management operations including severity assessment and escalation.
• Hands-on experience with ServiceNow for incident tracking and lifecycle management.
• Experience coordinating real-time incident response in Sev1/Sev2 environments.

Responsibilities

• Lead end-to-end incident management operations through the CIC.
• Oversee severity assessment, triage, and prioritization of incidents.
• Direct incident bridge calls coordinating internal teams, vendors, and stakeholders.
• Manage real-time incident response activities and COOP activation when required.
• Maintain accurate incident records in ServiceNow with status updates and logs.
• Lead stakeholder communications during incidents with timely leadership updates.
• Conduct post-incident reviews and RCA with actionable recommendations.
• Collaborate with architecture and operations teams to improve workflows.
• Support development and continuous improvement of incident management processes and playbooks.
• Participate in after-hours escalation on a rotating on-call schedule.

Skills

Incident management leadership

Executive stakeholder communications

ITIL-based incident processes

Cross-team coordination

On-call / 24x7 support

Education

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

Tools

ServiceNow

Job description

MAXIMUS is seeking an experienced IT Incident Manager to lead end-to-end incident response within the Command and Incident Center (CIC). You will oversee severity assessment, escalation, and resolution coordination across enterprise systems and vendors.

Responsibilities include directing incident bridge calls, managing real-time response including COOP activation, maintaining ServiceNow records, and delivering timely leadership updates.