24x7 Incident Command Lead

COMFORT SYSTEMS; United States; Remote; USD 73,000 - 133,000; Full time

Job summary

Leidos seeks highly qualified professionals to support the TSA TOMCAT Program with centralized coordination of critical IT incidents across the TOMCAT environment. The role focuses on rapid service restoration, escalation, and thorough documentation, working with TSA stakeholders, vendors, and leadership.

The Critical Incident Coordinator will maintain incident records in ServiceNow, lead bridges, and ensure communications cadence during outages, including after-hours support as needed.

Qualifications

• Bachelor's degree with 4+ years of relevant experience, or Master's with 2+ years of relevant experience.
• Experience supporting incident management or major-incident coordination in a 24x7 enterprise environment.
• Knowledge of ITIL incident, major-incident, and problem-management processes.
• Demonstrated experience facilitating technical incident bridges.
• Strong communication, coordination, decision tracking, and organizational skills.
• Experience using ServiceNow or comparable ITSM platforms.

Responsibilities

• Coordinate major and critical incident response activities from declaration through service restoration and closure.
• Establish and manage incident bridges involving TSA, vendors, associate contractors, service towers, and technical SMEs.
• Coordinate technical resources and ensure appropriate engineering and operational teams are engaged.
• Track incident severity, actions, decisions, dependencies, status, restoration milestones, and outstanding issues.
• Maintain a consistent communications cadence throughout critical incidents.
• Coordinate stakeholder notifications, escalation activities, and executive-level status updates.
• Maintain accurate incident records and updates in ServiceNow.
• Monitor incident progress and identify delays, resource gaps, or escalation requirements.
• Coordinate with the EMOC and technical service towers to establish operational awareness.
• Support transition of recurring or systemic incidents into Problem Management.
• Facilitate post-incident reviews and support root-cause-analysis activities.
• Track corrective actions and lessons learned.
• Maintain and improve critical-incident SOPs, escalation procedures, communication templates, and operational runbooks.
• Support multiple concurrent incidents and rapidly changing priorities in a 24x7 environment.

Skills

Incident coordination

ITIL processes

Communication

Leadership

ServiceNow

Education

Bachelor's degree

Masters (optional)

Tools

ServiceNow

ITSM platforms

Monitoring dashboards

Job description

Leidos seeks highly qualified professionals to support the TSA TOMCAT Program with centralized coordination of critical IT incidents across the TOMCAT environment. The role focuses on rapid service restoration, escalation, and thorough documentation, working with TSA stakeholders, vendors, and leadership.

The Critical Incident Coordinator will maintain incident records in ServiceNow, lead bridges, and ensure communications cadence during outages, including after-hours support as needed.