[Remote] Critical Incident Command (CIC) Shift Lead

Note: The job is a remote job and is open to candidates in USA. Maximus is a trusted federal partner supporting mission-critical programs across national security, defense, and public service delivery. The Critical Incident Command (CIC) Shift Lead will lead shift operations, coordinate personnel, and manage incident response to ensure efficient and timely handling of incidents.

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

Skills

• Ability to obtain and maintain a Public Trust is required
• 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
• 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

Benefits

• Short- and long-term incentives as well as program-specific awards
• Health insurance coverage
• Life and disability insurance
• A retirement savings plan
• Paid holidays and paid time off

Company Overview