Enterprise Command Center (ECC) Supervisor

US-IA-Des Moines
Req No.
2017-1733
Category
Information Technology
Type
Full-Time

Overview

The ECC Supervisor will lead and manage the Enterprise Command Center (ECC), which is responsible for ensuring that critical systems are up and working 24 hours a day, 7 days a week. This team will be responsible for incident management, monitoring and alerting, security and compliance checks, SLA reporting and metrics, deployments, and after-hours support. It is essential to ensuring availability of critical systems and on-time delivery of critical reports that meet or exceed client and business expectations.

Responsibilities:

  • Manage the professional performance and development of the computer operations center and team. Develop and adhere to standards, policies and procedures for ECC and IT Service Desk staff (both manual and automated) and produce documentation. Review and approve all operations guidelines, ensuring alignment with standards.
  • Ensure availability of critical systems and on-time delivery of critical reports. Respond to alerts and escalate to the necessary on-call staff where appropriate. Ensure all systems are available, anomalies remediated, and problems resolved and documented.
  • Ensure after-hours technical support is available for clients and staff.
  • Builds strong internal and external partnerships
  • Actively supports strategic future, culture and leadership practices
  • Proactively pursues development opportunities and show expected progress on learning plan

Qualifications

  • Bachelor’s degree or equivalent work experience
  • ITIL certification or equivalent work experience
  • 5+ years’ plus management experience
  • 5+ years’ experience as a leader, trainer and coach
  • 5+ years’ experience as a NOC technician or equivalent
  • Experience in monitoring and issue tracking systems
  • Strong technical writing skills
  • Polished presentation skills
  • Strong Communication and Client Skills
  • Strong organizational skills
  • Ability to work independently
  • Highly self-motivated and directed
  • Strong analytical skills
  • Technical understanding of infrastructure components, their dependencies and interactions between servers, virtual systems, networks and databases.

If you are highly motivated and would enjoy the diversity of challenges and opportunities, please send your resume, cover letter and salary requirements.

About Us

CO-OP Financial Services is the technology engine that provides access and convenience for credit unions. With over 35 years of credit union service, CO-OP connects credit union members to their accounts through Debit, Credit, ATM, Shared Branching, Member Interaction Services, Mobile, Virtual, and Bill Pay services. CO-OP serves a total of 3,500 member credit unions, 50 million cardholders, 30,000 surcharge-free ATMs, and more than 5,500 shared branches. Handling three billion-plus annual transactions, CO-OP is the nation’s largest credit union service organization—offering resources that enable deeper member engagement to help credit unions prosper.

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