Supervisory IT Specialist

As the Enterprise Operations Center (EOC) Manager, you will serve as the operational anchor providing leadership and hands-on oversight for a continuous, 24/7/365 mission-critical IT environment. In this role, you will manage workforce schedules to ensure seamless, round-the-clock shift handovers while preventing burnout and maintaining high team performance. You will be responsible for mentoring and developing a multi-tiered technical team, establishing clear Key Performance Indicators (KPIs), and enforcing strict adherence to Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs). You will lead the EOC team in critical incident response frameworks and major incident monitoring, acting as the primary driver during outages. This involves orchestrating rapid, cross-functional escalations and leading crisis teams to safeguard system availability and minimize Mean Time to Resolution (MTTR). Following system resolutions, you will direct Root Cause Analysis (RCA) to prevent reoccurrence. A key aspect of this role is translating complex technical anomalies into actionable operational intelligence, allowing you to deliver precise communications that bridge the gap between front-line technical staff and executive leadership. Additionally, you will leverage enterprise-grade monitoring suites; including Application Performance Monitoring (APM), Cloud and Hybrid Infrastructure Tracking, Log Analysis, and Network Topology Monitoring to oversee IT infrastructure and sustain Business Continuity and Disaster Recovery (BC/DR) efforts. You will evaluate legacy workflows using EOC performance metrics to champion continuous process improvements and enforce standardized, repeatable procedures that mitigate human error. To optimize these operational frameworks, you will apply industry best practices and methodologies.