Senior Incident Command Center Manager

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

Job summary

MAXIMUS seeks a senior IT incident management leader to run end-to-end operations from the CIC in Burlington, coordinating cross‑functional teams, vendors, and executives. Emphasizes severity triage, bridge calls, and real‑time response in mission‑critical environments.

You will document RCA findings in ServiceNow, drive COOP activations, and contribute to SOPs while supporting a 24/7 on‑call schedule. This role demands strong leadership and communication under pressure.

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 demonstrated leadership.
• Experience leading enterprise incident management operations including severity assessment, escalation, and resolution coordination.
• Ability to manage incident bridge calls with multiple stakeholders (technical teams, vendors, partners).
• Hands-on experience with ITSM tools (e.g., 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 CIC, ensuring timely detection, escalation, and resolution.
• Oversee severity assessment, triage, and prioritization of incidents and initiate appropriate responses.
• Direct incident bridge calls coordinating internal teams, vendors, and stakeholders through resolution.
• Manage real-time incident response activities, escalation handling, and COOP activation when required.
• Maintain incident records in ServiceNow with status updates and communication logs.
• Lead stakeholder communications with leadership, customers, and impacted users during incidents.
• Conduct post-incident reviews and RCA, documenting findings and corrective actions.
• Collaborate with architecture/operations to improve incident workflows and efficiency.
• Support development of incident management processes, SOPs, and playbooks.
• Participate in after-hours escalation on a rotating on-call schedule.

Skills

Incident management

IT operations

Leadership

Stakeholder communication

On-call management

Education

Bachelors degree in IT/CS/engineering

Tools

ServiceNow

Job description

MAXIMUS seeks a senior IT incident management leader to run end-to-end operations from the CIC in Burlington, coordinating cross‑functional teams, vendors, and executives. Emphasizes severity triage, bridge calls, and real‑time response in mission‑critical environments.

You will document RCA findings in ServiceNow, drive COOP activations, and contribute to SOPs while supporting a 24/7 on‑call schedule. This role demands strong leadership and communication under pressure.