Major Incident Response Lead

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 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.