CIC Analyst

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS217, T1, Band 4

Job-Specific Essential Duties and Responsibilities:

- Perform continuous monitoring of enterprise systems and environments to detect, assess, and respond to potential incidents in real time.

- Support incident declaration and classification, ensuring timely identification and escalation of critical incidents based on defined criteria and SOPs.

- Assist in initiating and supporting incident bridge calls, coordinating with Shift Leads, technical teams, and stakeholders during active incidents.

- Provide stakeholder notifications and updates, ensuring timely and accurate communication of incident status and impacts.

- Monitor incident progress, track response actions, and support escalation workflows to ensure timely resolution.

- Maintain and update incident records within ticketing systems (e.g., ServiceNow), ensuring accurate documentation of events, actions, and outcomes.

- Utilize available tools and automation capabilities (e.g., transcription, AI-assisted documentation) to improve efficiency and reduce manual effort in incident tracking and reporting.

- Support identification of recurring incident trends and contribute to continuous improvement efforts to reduce incident frequency over time.

- Collaborate with CIC Shift Leads and leadership to refine definitions of critical incidents and improve detection, response, and reporting processes.

- Participate in 24/7 operations, including shift-based monitoring and incident response activities.

Job-Specific Minimum Requirements:

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

- 4+ years of experience in IT operations, monitoring, help desk, or incident support roles.

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

- Ability to perform continuous system monitoring and identify anomalies or incidents based on defined thresholds or alerts.

- Experience supporting incident tracking and documentation using ITSM tools (e.g., ServiceNow or similar).

- Ability to follow and execute incident response procedures and escalation processes.

- Experience providing real-time communication and notifications to stakeholders during operational events.

- Ability to maintain accurate and detailed documentation of incidents and operational activities.

- Familiarity with basic IT infrastructure, cloud environments, or enterprise systems monitoring tools.

- Ability to operate effectively in a shift-based, 24/7 operations environment.

Preferred Skills and Qualifications:

- Experience supporting federal government environments.

- Familiarity with incident management and ITIL processes.

- Experience working in NOC, SOC, or Command Center environments.

- Exposure to cloud environments (AWS/Azure) and monitoring tools.

- Familiarity with automation or AI-assiste...