CIC Manager

Job Title and Code

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.

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Minimum Salary: $ 90,000.00

Maximum Salary: $