Critical Incident Coordinator

Leidos Inc; United States; On-site; USD 73,000 - 133,000; Full time

Job summary

Leidos is seeking a Critical Incident Coordinator to provide centralized coordination across the TOMCAT environment, accelerating service restoration and documenting status, actions, and communications.

The role requires coordinating TSA stakeholders, vendors, and technical teams in 24x7 operations, with ITIL processes and ServiceNow experience. A bachelor's degree with relevant experience is required; a master's can help, and security clearances may be needed.

Qualifications

• Bachelor's degree with 4+ years of incident management 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.

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 management

ITIL

Communication

Coordination

Stakeholder management

Leadership

Education

Bachelor's degree

Master's degree

Tools

ServiceNow

ITSM platforms

Job description

Leidos is seeking highly qualified professionals to support the TSA TOMCAT Program.

We are especially interested in connecting with current incumbent personnel supporting this mission who are interested in continuing their work and bringing their valuable mission knowledge and experience to Leidos.

Position Summary

The Critical Incident Coordinator provides centralized coordination and command-and-control support for major and critical IT incidents across the TOMCAT environment. The position coordinates technical teams, TSA stakeholders, vendors, associate contractors, and leadership to accelerate service restoration while maintaining accurate status, decision, action, and communications records. The Critical Incident Coordinator operates as the central coordination point during high-impact outages and ensures that incident response follows established escalation, communication, documentation, and ITIL major‑incident processes.

Work Schedule

24x7 operational support may be required, including shift, surge, and after-hours support.

Essential Duties Could Include:

• 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.

Qualifications Could Include

• Bachelors degree and 4 +years of prior relevant experience or Masters with 2+ years of prior relevant experience. Additional years of experience may be considered in lieu of degree.
• 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.
• Ability to coordinate technical and leadership resources under pressure.
• Ability to manage multiple concurrent incidents and competing priorities.
• Ability to obtain and maintain TSA Suitability
• Ability to obtain and maintain Public Trust Security clearance

Preferred Qualifications

• TSA, DHS, or federal mission operations experience.
• Experience supporting command centers, NOCs, EMOCs, or enterprise operations centers.
• Experience with ServiceNow, monitoring platforms, and operational dashboards.
• Experience coordinating incidents across multiple technology towers.

Required Certifications

• ITIL 4 Foundation.

Important Compensation Information

Please disregard the salary range displayed on this evergreen posting as representative of all TSA TOMCAT opportunities. This posting is intended to identify candidates across multiple functional areas and experience levels and, therefore, the displayed range may not reflect the compensation associated with an individual position.

Compensation for specific opportunities will be determined based on the position for which an individual is considered or hired and may vary based on factors including experience level, skills, certifications, education, security clearance requirements, work location, and other position‑specific considerations.

Join Leidos and help continue delivering the technology, expertise, and mission support that enable TSA TOMCAT operations.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

Pay Range

Pay Range $73,450.00 - $132,775.00

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment‑related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment‑related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [e-mail].

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.