Critical Incident Command (CIC) Shift Lead

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS218, T2, Band 5


Job-Specific Essential Duties and Responsibilities:

- Lead Command and Incident Center (CIC) shift operations, coordinating personnel and managing workload distribution to ensure efficient and timely incident response.


- Validate incident severity and prioritization using established SOPs, ensuring accurate classification and adherence to response protocols.


- Direct and facilitate incident bridge calls, coordinating technical teams, and stakeholders during active incidents.


- Monitor incident status in real time, ensuring accurate tracking, timely updates, and effective execution of response activities.


- Execute escalation procedures in accordance with defined processes, ensuring critical incidents are promptly elevated and addressed.


- Ensure complete and accurate documentation of incidents within ticketing systems (e.g., ServiceNow), including updates, actions taken, and resolution details.


- Provide real-time communication and status updates to stakeholders, maintaining situational awareness throughout the incident lifecycle.


- Coordinate with internal teams, external partners, and stakeholders to ensure alignment and effective response across all impacted systems.


- Support shift turnover activities, including detailed handoff briefings to maintain continuity across 24/7 operations.


- Contribute to the refinement and continuous improvement of incident management processes, SOPs, and operational procedures.


Job-Specific Minimum Requirements:

- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).

- 5+ years of experience in IT operations, systems analysis, or incident management roles.

- Demonstrated experience supporting or leading incident management operations in an enterprise IT environment.


- Proven ability to assess and validate incident severity and prioritization using defined SOPs or operational frameworks.


- Experience coordinating and managing incident bridge calls across multiple technical teams and stakeholders.


- Hands-on experience with ITSM tools (e.g., ServiceNow) for incident tracking, updates, and documentation.


- Ability to perform real-time monitoring and incident tracking in a fast-paced, mission-critical environment.


- Experience executing incident escalation procedures and coordinating response activities.


- Demonstrated ability to produce and maintain accurate operational documentation and incident records.


- Experience working in shift-based or 24/7 operational environments.


Preferred Skills and Qualifications:

- Experience supporting federal government environments.


- Familiarity with ITIL-based incident, problem, and change management processes.


- Experience working in Command Center, NOC, or similar operational environments.


- Strong communication skills with the ability to deliver clear, real-time updates during incidents.


- Ability to operate effectively under pressure in high-tempo, mission-critical environments.


- Experience coordinating across cloud, network, and application teams.


- Strong organizational and multitasking capabilities in shift-based operations.


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Minimum Requirements


TCS218, T2, Band 5


EEO Statement


Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.


Pay Transparency


Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.


Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at View email address on click.appcast.io .


Minimum Salary


$


60,000.00


Maximum Salary


$


90,000.00