Senior IT Incident Command Center Lead

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

Job summary

Maximus seeks an experienced Incident Management Leader to oversee end-to-end operations through the CIC, coordinating cross-functional teams and external partners to resolve critical incidents. You will drive severity assessment, prioritization, and rapid escalation with real-time updates to leadership and customers.

The role requires 10+ years in IT operations or incident management, hands-on ServiceNow experience, and the ability to perform RCA and post-incident reviews.

Qualifications

• Bachelor's degree in IT/CS/Engineering or related field or equivalent experience.
• 10+ years in IT operations, incident management, or systems analysis with leadership in incident response.
• Experience leading enterprise incident management, including severity assessment and escalation coordination.
• Hands-on use of ITSM tools (ServiceNow) for incident tracking and lifecycle management.

Responsibilities

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

Skills

Incident management leadership

Real-time incident coordination

Executive communications

Education

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

Tools

ServiceNow

Job description

Maximus seeks an experienced Incident Management Leader to oversee end-to-end operations through the CIC, coordinating cross-functional teams and external partners to resolve critical incidents. You will drive severity assessment, prioritization, and rapid escalation with real-time updates to leadership and customers.

The role requires 10+ years in IT operations or incident management, hands-on ServiceNow experience, and the ability to perform RCA and post-incident reviews.