Enterprise Command Center Team Lead

Geisinger•Danville, PA

17h•Onsite

About The Position

The Enterprise Command Center (ECC) Team Lead manages a team of professionals and their daily activities within a 24-hour ECC, ensuring the 24x7 availability of the organization’s Information Technology (IT) Infrastructure. This role involves executing and monitoring ongoing activities and procedures to manage and maintain the IT infrastructure, delivering IT services at agreed-upon levels. As the most senior ECC Engineer, the Team Lead is competent in all ECC skillsets, assumes full responsibility and group leadership of the ECC, and operates it in accordance with ITIL/ITSM best practices. Key responsibilities include managing and scheduling ECC Engineers and DCF personnel for all shifts, evaluating incident ticket and link utilization trends for problem identification and network design, and coordinating ECC involvement in Change Management activities. The Team Lead also selects and budgets for ECC tools and resources, creates and maintains ECC procedures, coordinates staff training, and represents the ECC during Major Impacts and at Change Advisory Board (CAB) meetings. The position ensures prompt and effective handling of Incident management, escalation, and problem identification tasks, and fulfills requests for IT infrastructure changes beyond the Service Desk's capabilities.

Requirements

High School Diploma or Equivalent (GED)
Minimum of 10 years-Relevant experience
Foundations of Information Technology Infrastructure Library Certification (ITIL)
Competent in all ECC skillsets
Communication skills
Leads Others skills
Mentoring Skills
Network Infrastructures skills

Responsibilities

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.
Executes and monitors the ongoing activities and procedures required to manage and maintain the organization’s IT infrastructure.
Delivers IT services at agreed upon levels.
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.