CIC Manager

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

• - 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 Service Now, 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.

• - 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., Service Now) 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 management procedures, runbooks, and documentation.
• - Experience operating in environments requiring 24/7 support and on-call rotation.

• - Experience supporting federal government environments.
• - Strong knowledge of ITIL‑based incidents, problems, and change management processes.
• - Experience coordinating across cloud, network, and application teams in complex enterprise environments.
• - Familiarity with Dev Sec Ops  and cloud platform operations (AWS/Azure) in incident scenarios.
• - Ability to work effectively under pressure and manage high‑visibility, time‑sensitive incidents.
• - Strong leadership, communication, and decision‑making skills.
• - Experience identifying process improvement opportunities and driving operational efficiencies.

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