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 ...