Senior Incident Command Leader (CIC)

MAXIMUS; Springfield (IL); On-site; USD 90,000 - 120,000; Full time

Job summary

Maximus seeks a seasoned IT incident management leader to run end-to-end operations from CIC, coordinating cross-functional teams and external partners to detect, escalate, and resolve Sev1/Sev2 incidents across enterprise systems.

You will oversee severity triage, incident bridge calls, and real-time response while maintaining detailed ServiceNow records and guiding post-incident RCA for continual improvements.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field (or equivalent experience).
• 10+ years of experience in IT operations, incident management, or systems analysis roles, with leadership in incident response.
• Experience leading enterprise incident management operations, including severity assessment, escalation, and resolution coordination.
• Proven ability to manage and facilitate incident bridge calls involving multiple stakeholders (technical teams, vendors, and external partners).
• Hands-on experience with ITSM tools (e.g., ServiceNow) for incident tracking, reporting, and lifecycle management.
• Experience coordinating real-time incident response in mission-critical environments, including Sev 1/Sev 2.
• Experience conducting RCA and producing post-incident reports with actionable recommendations.
• Experience managing stakeholder communications during incidents, including executive-level updates.
• Familiarity with COOP concepts and activation procedures.
• Ability to develop and maintain incident management procedures, runbooks, and documentation.
• Experience operating in 24/7 environments with on-call rotation.

Responsibilities

• Lead end-to-end incident management operations through the CIC, ensuring timely detection, escalation, coordination, and resolution across enterprise systems.
• Oversee severity assessment, triage, and prioritization of incidents with appropriate response actions based on impact.
• Direct and facilitate incident bridge calls coordinating internal teams, vendors, and stakeholders.
• Manage real-time incident response activities including escalation handling and COOP activation when required.
• Maintain accurate incident records in ServiceNow including status updates and resolution tracking.
• Lead stakeholder communications during incidents with clear, concise updates to leadership, customers, and users.
• Conduct post-incident reviews and RCA, documenting findings and driving corrective actions.
• Collaborate with architecture and operations teams to improve incident management workflows.
• Support development and continuous improvement of incident management processes and SOPs.
• Participate in after-hours escalation support on a rotating on-call schedule.

Skills

Incident management

Leadership

ITSM tools

ServiceNow

Stakeholder comms

Root cause analysis

COOP procedures

24/7 on-call

ITIL knowledge

Education

Bachelor's degree in IT/CS/Engineering

Tools

ServiceNow

Job description

Maximus seeks a seasoned IT incident management leader to run end-to-end operations from CIC, coordinating cross-functional teams and external partners to detect, escalate, and resolve Sev1/Sev2 incidents across enterprise systems.

You will oversee severity triage, incident bridge calls, and real-time response while maintaining detailed ServiceNow records and guiding post-incident RCA for continual improvements.