Critical Incident Coordinator
About The Position
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.
Requirements
- 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 Suitablity
- Ability to obtain and maintain Public Trust Security clearance
Nice To Haves
- 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.
- ITIL 4 Foundation.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
