Enterprise Command Center Team Lead

Geisinger•Danville, PA

1d•Onsite

About The Position

The Enterprise Command Center (ECC) Team Lead manages a team of professionals and their daily activities within a 24-hour Enterprise Command Center that is responsible for the 24x7 availability of the organization’s Information Technology (IT) Infrastructure. This role involves executing and monitoring the ongoing activities and procedures required to manage and maintain the organization’s IT infrastructure, ensuring IT services are delivered at agreed-upon levels. The ECC Team Lead is the most senior ECC Engineer, expected to be competent in all ECC skillsets to effectively lead the team, and assumes full responsibility and group leadership of the ECC, operating it in accordance with ITIL/ITSM best practices.

Requirements

High School Diploma or Equivalent (GED)
Minimum of 10 years-Relevant experience
Foundations of Information Technology Infrastructure Library Certification (ITIL)
Communication skills
Ability to lead others
Mentoring Skills
Network Infrastructures knowledge

Responsibilities

Assumes full responsibility and group leadership of the ECC.
Operates the ECC in accordance with ITIL/ITSM best practices.
Responsible for management and scheduling of ECC Engineers and DCF personnel for all shifts.
Evaluates incident ticket trends and reports findings to the Technical Management/Engineering staff for problem identification.
Evaluates link utilization trends and creates reports for the Network Design staff.
Coordinates the ECC’s involvement in Change Management activities with applicable Technical Management/Engineering personnel.
Selects the tools and resources used by the ECC and budgeting for same.
Creates and maintains the ECC procedures and coordinates training of the staff.
Represents the ECC whenever necessary, including during Major Impacts and at Change Advisory Board (CAB) meetings.
Ensures all Incident management, escalation and problem identification tasks are promptly and effectively serviced within the ECC.
Request fulfillment for changes to IT infrastructure that are beyond the capabilities of the Service Desk.