Major Incident Commander (24x7)

Koitecc Solutions; Northern (KY); Hybrid; USD 73,000 - 133,000; Full time

Job summary

Leidos is seeking a Critical Incident Coordinator to centrally coordinate and control major IT incidents across the TOMCAT environment. You will manage incident bridges with TSA stakeholders, vendors, and technical SMEs, while ensuring timely restoration and thorough documentation.

The role requires 24x7 operational support, strong communication, and experience with ITIL processes. A 24x7 enterprise background is highly valued and security clearances may be required.

Qualifications

• Bachelors with 4+ years of relevant experience, or Masters with 2+ years.
• Experience supporting incident management in a 24x7 enterprise environment.
• Knowledge of ITIL incident, major incident, and problem-management processes.
• Demonstrated experience facilitating technical incident bridges.

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.
• Support transition of recurring or systemic incidents into Problem Management.
• Facilitate post-incident reviews and support root-cause-analysis activities.

Skills

ITIL framework

Incident coordination

ServiceNow

Communication

Stakeholder management

Multi-tasking

Education

Bachelor's degree

Master's degree

Job description

Leidos is seeking a Critical Incident Coordinator to centrally coordinate and control major IT incidents across the TOMCAT environment. You will manage incident bridges with TSA stakeholders, vendors, and technical SMEs, while ensuring timely restoration and thorough documentation.

The role requires 24x7 operational support, strong communication, and experience with ITIL processes. A 24x7 enterprise background is highly valued and security clearances may be required.