Enterprise Command Center Team Lead

Location:

Geisinger Office Building I Annex (GOB I Annex)

Shift:

Days (United States of America)

Scheduled Weekly Hours:

40

Worker Type:

Regular

Exemption Status:

Yes

Job Summary:

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. Responsible for executing and monitoring the ongoing activities and procedures required to manage and maintain the organization’s IT infrastructure. Delivers these IT services at agreed upon levels.

Job Duties:

• The ECC Team Lead is the most senior ECC Engineer and should be competent in all ECC skillsets to effectively lead the team.
• 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.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

*Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).

Position Details:

Education:

High School Diploma or Equivalent (GED)- (Required)

Experience:

Minimum of 10 years-Relevant experience* (Required)

Certification(s) and License(s):

Foundations of Information Technology Infrastructure Library Certification (ITIL) - Default Issuing Body

Skills:

Communication, Leads Others, Mentoring Skills, Network Infrastructures

OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities.

• KINDNESS: We strive to treat everyone as we would hope to be treated ourselves.
• EXCELLENCE: We treasure colleagues who humbly strive for excellence.
• LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow.
• INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
• SAFETY: We provide a safe environment for our patients and members and the Geisinger family. 

We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, we encourage an atmosphere of collaboration, cooperation and collegiality.

We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all.  We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.