Ignite IT
Position Overview
The Enterprise Operations Center (EOC) Lead is responsible for leading and operating the Enterprise Operations Center, which serves as the Tier 1.5 operational hub for enterprise infrastructure and service oversight in a large, distributed IT environment. The EOC Lead directs day-to-day operational execution, enterprise incident coordination, and Tier 1.5 service support, ensuring consistent situational awareness and effective response across the enterprise. During after-hours periods and peak operational demand, the EOC also provides surge support to the internal service desk (Tier 1). The EOC Lead is accountable for coordinating this surge support, maintaining service continuity, and ensuring effective escalation to higher-tier support teams as required.
Scope Of Work / Responsibilities Enterprise Incident Response & Operational Oversight
Lead enterprise incident response activities, coordinating across infrastructure, platform, application, security, and service desk teams
Maintain continuous situational awareness and provide clear, timely operational updates to government stakeholders and leadership
Ensure incidents are triaged, escalated, and resolved in accordance with ITIL-aligned incident and problem management practices and aligned with established customer processes, policies, and procedures
Act as the operational decision point during incident events, particularly when teams are geographically dispersed
Prepare and deliver executive and senior leadership incident debriefings, both verbally and in writing, translating technical details into clear, concise summaries that include business impact, response actions, timelines, current status, and recommended follow-up actions, tailored for non‑technical audiences
Tier 1 & Tier 1.5 Support Operations
Provide leadership and oversight for Tier 1 service desk surge support, augmenting enterprise service desk operations during peak demand or after hours
Oversee Tier 1.5 support for infrastructure and compute‑related issues requiring technical analysis beyond Tier 1
Oversee execution of user access management requests, including provisioning, modification, and deprovisioning
Ensure timely and accurate escalation of incidents to Tier 2, Tier 3, and Tier 4 support teams, coordinating across infrastructure, platform, application, and vendor teams to drive rapid engagement and resolution, based on sound technical judgment and established customer policies, procedures, severity definitions, and service‑level expectations
Ensure clear ownership, documentation, and handoff during escalations, including context, troubleshooting performed, and impact assessment
Monitor ticket volumes, queue health, backlog aging, and escalation effectiveness across EOC functions, adjusting priorities and staffing as required
Reporting, Metrics, and Performance Management The EOC Lead is responsible for tracking, analyzing, and reporting operational performance metrics and providing regular summaries to government leadership. Metrics include, but are not limited to:
Incident volumes and trends by priority (P1‑P4), source, and scope, including incidents requiring executive communication or agency‑wide notification
Effectiveness of incident detection, including the ratio of automated versus manually reported incidents
Timeliness of incident response, including Mean Time to Acknowledge (MTTA), Mean Time to Bridge for high‑severity incidents, and Mean Time to Resolve (MTTR)
Compliance with initial notification timelines and ongoing update cadence expectations
Quality and accuracy of incident communications, including completeness of impact and resolution statements and adherence to established standards
Service performance indicators such as incident reopen rates and overall resolution effectiveness
Stakeholder satisfaction and feedback related to incident communications and transparency, as applicable
Provide regular performance briefings and written reports to government stakeholders, highlighting trends, risks, and improvement actions
Team Leadership, Training, and Readiness
Lead contractor staff assigned to the EOC, ensuring adequate coverage across extended hours and future 24×7 operations
Develop and maintain training plans, including onboarding, cross‑training, and readiness exercises
Prepare staff to operate effectively during high‑pressure incidents and service desk surge conditions
Evaluate team performance against defined objectives and recommend corrective or improvement actions
24×7 Operations & On‑Call Responsibilities
Support current EOC operations from 6:00 AM to midnight, with readiness to transition to 24×7 operations during peak business or mission‑critical periods
Serve in an on‑call operational leadership capacity, providing escalation handling, decision support, and coordination during after‑hours incidents
Ensure continuity of operations through effective shift handoffs, documentation, and escalation procedures.
Requirements
Bachelor's degree in Information Technology, Computer Science, or a related field with a minimum of seven (7) years of progressively responsible experience in enterprise IT operations, service delivery, or incident management; additional relevant experience may be considered in lieu of a degree
Strong working knowledge of ITIL and ITSM practices, applied in real operational environments
Strong technical background sufficient to lead Tier 1 and Tier 1.5 support and make informed operational decisions
Proven ability to manage distributed teams and lead during incident conditions
Experience producing operational reports, KPIs, and executive summaries
Ability to remain composed, decisive, and effective under high‑stress, time‑sensitive conditions
Preferred Qualifications
ITIL certification or formal ITSM training (preferred, not required)
Experience supporting government or other regulated, mission‑critical environments
Experience operating or transitioning to 24×7 support models
Benefits
401(k)
401(k) matching
Dental insurance
Flexible spending account
Health insurance
Life insurance
Paid time off
Professional development assistance
Referral program
Tuition reimbursement
Vision insurance
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Scope Of Work / Responsibilities Enterprise Incident Response & Operational Oversight
Lead enterprise incident response activities, coordinating across infrastructure, platform, application, security, and service desk teams
Maintain continuous situational awareness and provide clear, timely operational updates to government stakeholders and leadership
Ensure incidents are triaged, escalated, and resolved in accordance with ITIL-aligned incident and problem management practices and aligned with established customer processes, policies, and procedures
Act as the operational decision point during incident events, particularly when teams are geographically dispersed
Prepare and deliver executive and senior leadership incident debriefings, both verbally and in writing, translating technical details into clear, concise summaries that include business impact, response actions, timelines, current status, and recommended follow-up actions, tailored for non‑technical audiences
Tier 1 & Tier 1.5 Support Operations
Provide leadership and oversight for Tier 1 service desk surge support, augmenting enterprise service desk operations during peak demand or after hours
Oversee Tier 1.5 support for infrastructure and compute‑related issues requiring technical analysis beyond Tier 1
Oversee execution of user access management requests, including provisioning, modification, and deprovisioning
Ensure timely and accurate escalation of incidents to Tier 2, Tier 3, and Tier 4 support teams, coordinating across infrastructure, platform, application, and vendor teams to drive rapid engagement and resolution, based on sound technical judgment and established customer policies, procedures, severity definitions, and service‑level expectations
Ensure clear ownership, documentation, and handoff during escalations, including context, troubleshooting performed, and impact assessment
Monitor ticket volumes, queue health, backlog aging, and escalation effectiveness across EOC functions, adjusting priorities and staffing as required
Reporting, Metrics, and Performance Management The EOC Lead is responsible for tracking, analyzing, and reporting operational performance metrics and providing regular summaries to government leadership. Metrics include, but are not limited to:
Incident volumes and trends by priority (P1‑P4), source, and scope, including incidents requiring executive communication or agency‑wide notification
Effectiveness of incident detection, including the ratio of automated versus manually reported incidents
Timeliness of incident response, including Mean Time to Acknowledge (MTTA), Mean Time to Bridge for high‑severity incidents, and Mean Time to Resolve (MTTR)
Compliance with initial notification timelines and ongoing update cadence expectations
Quality and accuracy of incident communications, including completeness of impact and resolution statements and adherence to established standards
Service performance indicators such as incident reopen rates and overall resolution effectiveness
Stakeholder satisfaction and feedback related to incident communications and transparency, as applicable
Provide regular performance briefings and written reports to government stakeholders, highlighting trends, risks, and improvement actions
Team Leadership, Training, and Readiness
Lead contractor staff assigned to the EOC, ensuring adequate coverage across extended hours and future 24×7 operations
Develop and maintain training plans, including onboarding, cross‑training, and readiness exercises
Prepare staff to operate effectively during high‑pressure incidents and service desk surge conditions
Evaluate team performance against defined objectives and recommend corrective or improvement actions
24×7 Operations & On‑Call Responsibilities
Support current EOC operations from 6:00 AM to midnight, with readiness to transition to 24×7 operations during peak business or mission‑critical periods
Serve in an on‑call operational leadership capacity, providing escalation handling, decision support, and coordination during after‑hours incidents
Ensure continuity of operations through effective shift handoffs, documentation, and escalation procedures.
Requirements
Bachelor's degree in Information Technology, Computer Science, or a related field with a minimum of seven (7) years of progressively responsible experience in enterprise IT operations, service delivery, or incident management; additional relevant experience may be considered in lieu of a degree
Strong working knowledge of ITIL and ITSM practices, applied in real operational environments
Strong technical background sufficient to lead Tier 1 and Tier 1.5 support and make informed operational decisions
Proven ability to manage distributed teams and lead during incident conditions
Experience producing operational reports, KPIs, and executive summaries
Ability to remain composed, decisive, and effective under high‑stress, time‑sensitive conditions
Preferred Qualifications
ITIL certification or formal ITSM training (preferred, not required)
Experience supporting government or other regulated, mission‑critical environments
Experience operating or transitioning to 24×7 support models
Benefits
401(k)
401(k) matching
Dental insurance
Flexible spending account
Health insurance
Life insurance
Paid time off
Professional development assistance
Referral program
Tuition reimbursement
Vision insurance
#J-18808-Ljbffr