CIC Manager

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS221, T5, Band 8

Job-Specific Essential Duties and 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.

Job-Specific Minimum Requirements:

- 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 managemen...