Critical Incident Coordinator

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee major and critical incident response actions from the point of declaration to service restoration and closure.

• Initiate and manage incident bridges that involve TSA, vendors, associate contractors, service towers, and technical subject matter experts.

• Organize technical resources and ensure that the relevant engineering and operational teams are engaged.

• Monitor incident severity, actions taken, decisions made, dependencies, status updates, restoration milestones, and unresolved issues.

• Maintain a consistent communication rhythm throughout critical incidents.

• Manage stakeholder notifications, escalation processes, and provide status updates at the executive level.

• Keep accurate incident records and updates within ServiceNow.

• Supervise incident progress and identify any delays, resource shortages, or needs for escalation.

• Collaborate with the EMOC and technical service towers to build operational awareness.

• Aid in transitioning recurring or systemic incidents into Problem Management.

• Facilitate post-incident reviews and assist with root-cause analysis activities.

• Track corrective measures and lessons learned.

• Enhance and maintain critical incident SOPs, escalation procedures, communication templates, and operational runbooks.

• Manage multiple concurrent incidents and adapt to rapidly changing priorities in a 24x7 environment.

• Provide 24x7 operational support, including shift coverage, surge assistance, and after-hours support as needed.

⛳️ Requirements

• A Bachelor's degree with 4+ years of relevant experience OR a Master's degree with 2+ years of relevant experience; additional years of experience may be considered in place of a degree.

• Experience in supporting incident management or major incident coordination within a 24x7 enterprise setting.

• Familiarity with ITIL incident, major incident, and problem management processes.

• Proven experience in facilitating technical incident bridges.

• Excellent communication, coordination, decision tracking, and organizational abilities.

• Proficient in using ServiceNow or similar ITSM platforms.

• Capacity to coordinate technical and leadership resources under pressure.

• Ability to handle multiple concurrent incidents and prioritize competing demands effectively.

• Capability to obtain and maintain TSA Suitability.

• Ability to secure and uphold Public Trust Security clearance.

• ITIL 4 Foundation certification is mandatory.

• Prior experience with TSA, DHS, or federal mission operations is preferred.

• Experience supporting command centers, NOCs, EMOCs, or enterprise operations centers is preferred.

• Familiarity with ServiceNow, monitoring platforms, and operational dashboards is preferred.

• Experience in coordinating incidents across multiple technology towers is preferred.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and career advancement.

• Supportive and dynamic work environment.

• Flexible work arrangements.

• Access to the latest tools and technologies.