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 whilemaintainingaccurate 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 berequired, 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 ensureappropriate engineeringand 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.
Maintainaccurateincident records and updates in ServiceNow.
Monitor incident progress andidentifydelays, resource gaps, or escalation requirements.
Coordinate with the EMOC and technical service towers toestablishoperational 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 experiencefacilitatingtechnical 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 Suitablity
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 :
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.
If you are currently supporting this mission and are interested in learning more about opportunities with Leidos, we encourage you to apply even if you do not see your exact position listed above
Join Leidos and help continue delivering the technology, expertise, and mission support that enable TSA TOMCAT operations.
Original Posting:September 4, 2026
Pay Range:
Pay Range $73,450.00 - $132,775.00
The Leidos pay range for this job level is a general guideline only and 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.
