Senior Incident Response Center Lead

MAXIMUS

Buffalo (NY)

On-site

USD 90,000 - 120,000

Full time

10 days ago

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Job summary

Maximus is seeking an experienced Incident Manager to own end-to-end incident operations within CIC, coordinating cross-functional teams and external partners. You will drive severity assessments, bridge calls, and RCA to prevent recurrence.

The role requires 10+ years in IT operations and hands-on ServiceNow expertise, with strong leadership and executive communication skills. On-call coverage and COOP activation are integral parts of the position.

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 in incident response.
Experience leading enterprise incident management operations including severity assessment, escalation, and resolution coordination.
Hands-on experience with ITSM tools (ServiceNow) for incident tracking, reporting, and lifecycle management.
Experience coordinating real-time incident response in mission-critical environments (Sev 1/2).
Experience conducting RCA and producing post-incident reports with actionable recommendations.
Experience communicating with executives and stakeholders during incidents.
Familiarity with COOP concepts and activation procedures.
Ability to develop and maintain incident management procedures, runbooks, and documentation.
Experience operating in 24/7 on-call environments.

Responsibilities

Lead end-to-end incident management operations through CIC, ensuring detection, escalation, coordination, and resolution across enterprise systems.
Oversee severity assessment, triage, and prioritization of incidents with appropriate response actions.
Direct and facilitate incident bridge calls with internal teams, vendors, and stakeholders.
Manage real-time incident response, including escalation handling and COOP activation when required.
Maintain accurate incident records in ServiceNow with status updates and communications logs.
Lead stakeholder communications with leadership, customers, and impacted users.
Conduct post-incident reviews and RCA, driving corrective actions to prevent recurrence.
Collaborate with architecture and operations teams to improve incident management workflows.
Support development of incident management processes, SOPs, and playbooks aligned with ITSM best practices.
Participate in after-hours escalation on a rotating on-call schedule.