Critical Incident Coordinator

🕒 September 4

🇺🇸 United States – Remote

💵 $73.5k - $132.8k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Leidos

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1969

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Leidos is a leading systems integrator in science, technology, and engineering, providing solutions that transform and enable the missions of its customers. The company operates across various markets, including aviation, defense, energy, government, healthcare, intelligence, science, and space. Leidos is involved in AI, digital modernization, cyber operations, and integrated and mission software systems. With a commitment to diversity, equity, inclusion, and sustainability, Leidos also engages in charitable efforts and community enrichment programs. Additionally, it contributes to developing solutions for counter-unmanned aerial systems and electric vehicle infrastructure for military applications.

📋 Description

• 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 • Provide 24x7 operational support, including shift, surge, and after-hours support as required

🎯 Requirements

• Bachelor's degree and 4+ years of prior relevant experience OR Master's degree 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 • ITIL 4 Foundation certification required • TSA, DHS, or federal mission operations experience preferred • Experience supporting command centers, NOCs, EMOCs, or enterprise operations centers preferred • Experience with ServiceNow, monitoring platforms, and operational dashboards preferred • Experience coordinating incidents across multiple technology towers preferred