Senior IT Incident Commander

MAXIMUS; Reno (NV); On-site; USD 90,000 - 120,000; Full time

Job summary

MAXIMUS, as a leading government services provider, seeks an experienced Incident Management Leader to drive end-to-end incident operations for enterprise systems. You will coordinate CIC activities, triage severity, and lead bridge calls with internal teams and external partners to ensure rapid resolutions.

The role requires 10+ years in IT operations or incident management, strong ITSM expertise, and a proven ability to communicate updates to executives and customers.

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 demonstrated leadership in incident response.
• Demonstrated 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 high-severity (Sev 1/Sev 2) incidents.
• Demonstrated experience conducting root cause analysis (RCA) and producing post-incident reports with actionable recommendations.
• Experience managing stakeholder communications during incidents, including executive-level updates.
• Familiarity with continuity of operations (COOP) concepts and activation procedures.
• Ability to develop and maintain incident management procedures, runbooks, and documentation.
• Experience operating in environments requiring 24/7 support and on-call rotation.

Responsibilities

• Lead end-to-end incident management operations through the Command and Incident Center (CIC), ensuring timely detection, escalation, coordination, and resolution of incidents across enterprise systems.
• Oversee severity assessment, triage, and prioritization of incidents, ensuring appropriate response actions are initiated based on impact and criticality.
• Direct and facilitate incident bridge calls, coordinating internal teams, external vendors, and stakeholders through resolution of critical incidents.
• Manage real-time incident response activities, including escalation handling, coordination of technical resources, and activation of Continuity of Operations (COOP) procedures when required.
• Maintain accurate and timely incident records in ServiceNow, including status updates, resolution tracking, and communication logs.
• Lead stakeholder communications during incidents, providing clear, concise, and timely updates to leadership, customers, and impacted users.
• Conduct post-incident reviews and root cause analysis (RCA), documenting findings and driving corrective actions to prevent recurrence and improve service reliability.
• Collaborate with architecture and operations teams, including embedded architects, to identify process efficiencies and improve incident management workflows.
• Support development and continuous improvement of incident management processes, SOPs, and operational playbooks aligned with ITSM best practices.
• Participate in after-hours escalation support through a rotating on-call schedule, ensuring continuous coverage and response readiness.

Skills

Incident management

ITIL

ServiceNow

Stakeholder communication

On-call leadership

Education

Bachelor's degree in IT, CS, Engineering

Tools

ServiceNow

Vendor coordination

Cross-team collaboration

Job description

MAXIMUS, as a leading government services provider, seeks an experienced Incident Management Leader to drive end-to-end incident operations for enterprise systems. You will coordinate CIC activities, triage severity, and lead bridge calls with internal teams and external partners to ensure rapid resolutions.

The role requires 10+ years in IT operations or incident management, strong ITSM expertise, and a proven ability to communicate updates to executives and customers.