Senior IT Incident Command Center Lead

MAXIMUS; Boston (MA); On-site; USD 90,000 - 120,000; Full time

Job summary

Maximus seeks a seasoned IT Incident Leader to drive end-to-end incident management from the Command and Incident Center, coordinating cross-functional teams and external partners to detect, triage, escalate, and resolve Sev1/Sev2 incidents in enterprise systems.

You will document RCA findings, lead post-incident reviews, runbooks, and COOP activations, all while communicating clearly with executives and customers and sustaining 24/7 operations in a federal-ready environment.

Qualifications

• Bachelor's degree or equivalent experience in IT, CS, engineering, or related field.
• 10+ years of experience in IT operations, incident management, or systems analysis with leadership in incident response.
• Experience leading enterprise incident management operations with severity assessment, escalation, and resolution coordination.

Responsibilities

• Lead end-to-end incident management operations through the CIC, ensuring timely detection, escalation, coordination, and resolution.
• Oversee severity assessment, triage, and prioritization of incidents with appropriate response actions.
• Direct and facilitate incident bridge calls across teams, vendors, and stakeholders.
• Manage real-time incident response, escalation handling, and COOP activations as needed.
• 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 and operations teams to improve incident 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

Stakeholder communications

On-call / 24x7 support

ITSM tools (ServiceNow)

Root cause analysis

COOP procedures

Education

Bachelor's degree in Information Technology, Computer Science, Engineering, or related field

Tools

ServiceNow

Job description

Maximus seeks a seasoned IT Incident Leader to drive end-to-end incident management from the Command and Incident Center, coordinating cross-functional teams and external partners to detect, triage, escalate, and resolve Sev1/Sev2 incidents in enterprise systems.

You will document RCA findings, lead post-incident reviews, runbooks, and COOP activations, all while communicating clearly with executives and customers and sustaining 24/7 operations in a federal-ready environment.