[Remote] Critical Incident Command (CIC) Shift Lead

Note: The job is a remote job and is open to candidates in USA. Maximus is a trusted federal partner supporting mission-critical programs across national security, defense, and public service delivery. The Critical Incident Command (CIC) Shift Lead will lead shift operations, coordinate personnel, and manage incident response to ensure efficient and timely handling of incidents.ResponsibilitiesLead Command and Incident Center (CIC) shift operations, coordinating personnel and managing workload distribution to ensure efficient and timely incident responseValidate incident severity and prioritization using established SOPs, ensuring accurate classification and adherence to response protocolsDirect and facilitate incident bridge calls, coordinating technical teams, and stakeholders during active incidentsMonitor incident status in real time, ensuring accurate tracking, timely updates, and effective execution of response activitiesExecute escalation procedures in accordance with defined processes, ensuring critical incidents are promptly elevated and addressedEnsure complete and accurate documentation of incidents within ticketing systems (e.g., ServiceNow), including updates, actions taken, and resolution detailsProvide real-time communication and status updates to stakeholders, maintaining situational awareness throughout the incident lifecycleCoordinate with internal teams, external partners, and stakeholders to ensure alignment and effective response across all impacted systemsSupport shift turnover activities, including detailed handoff briefings to maintain continuity across 24/7 operationsContribute to the refinement and continuous improvement of incident management processes, SOPs, and operational proceduresSkillsAbility to obtain and maintain a Public Trust is requiredBachelor'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 rolesDemonstrated experience supporting or leading incident management operations in an enterprise IT environmentProven ability to assess and validate incident severity and prioritization using defined SOPs or operational frameworksExperience coordinating and managing incident bridge calls across multiple technical teams and stakeholdersHands-on experience with ITSM tools (e.g., ServiceNow) for incident tracking, updates, and documentationAbility to perform real-time monitoring and incident tracking in a fast-paced, mission-critical environmentExperience executing incident escalation procedures and coordinating response activitiesDemonstrated ability to produce and maintain accurate operational documentation and incident recordsExperience working in shift-based or 24/7 operational environmentsExperience supporting federal government environmentsFamiliarity with ITIL-based incident, problem, and change management processesExperience working in Command Center, NOC, or similar operational environmentsStrong communication skills with the ability to deliver clear, real-time updates during incidentsAbility to operate effectively under pressure in high-tempo, mission-critical environmentsExperience coordinating across cloud, network, and application teamsStrong organizational and multitasking capabilities in shift-based operationsBenefitsShort- and long-term incentives as well as program-specific awardsHealth insurance coverageLife and disability insuranceA retirement savings planPaid holidays and paid time offCompany OverviewDice is a job-searching platform for technology professionals. It is a sub-organization of DHI Group. It was founded in 1990, and is headquartered in Santa Clara, California, USA, with a workforce of 201-500 employees. Its website is http://www.dice.com.