Enterprise Operations Center (EOC) Team Lead

About the role

The Enterprise Operations Center (EOC) Team Lead is responsible for leading, scheduling, and coaching the L2 EOC team to ensure continuous coverage and operational discipline. This role owns proactive monitoring across infrastructure and applications, acts as the first responder for incidents, and drives continuous improvement of monitoring and automation.

Key responsibilities

• Lead, schedule, and coach the L2 EOC team, ensuring adequate coverage and effective shift handovers.
• Own proactive monitoring, including alert triage, threshold tuning, noise reduction, and event correlation.
• Serve as first responder for operational incidents, resolve L2 issues, and coordinate escalation to L3 teams and vendors.
• Coordinate P1/P2 incidents with Service Delivery and Operations leadership, maintaining stakeholder communication until restoration.
• Ensure EOC tickets are handled within SLA via ServiceNow, managing backlog, aging, and ticket quality.
• Oversee routine infrastructure operations such as server patching, SCCM tasks, health checks, and data‑center racking/stacking.
• Manage L2 application support for enterprise platforms including Oracle ERP, Appian, SharePoint, and Document Management Systems.
• Maintain EOC runbooks, SOPs, monitoring catalogues, and escalation matrices.
• Prepare daily and weekly operational reports and dashboards covering availability, alerts, incidents, and SLA performance.
• Drive continuous improvement through monitoring optimization, automation of recurring checks, and integration of lessons learned into Problem Management.

Required profile

• 6+ years of experience in IT Operations, NOC, or EOC environments, with at least 2 years leading an operations team.
• Hands‑on experience with enterprise monitoring, observability, and alert management tools.
• Solid knowledge of network, systems, and data‑center operations with L2 troubleshooting capability.
• Strong understanding of Incident Management, escalation processes, ITIL practices, and SLA‑driven operations.
• Experience with ServiceNow or an equivalent ITSM platform.
• ITIL 4 Foundation certification required; CCNA or equivalent network certification preferred.

Required skills

• Enterprise monitoring and alert management tools (e.g., SolarWinds SCP)
• Network troubleshooting and CCNA‑level knowledge
• Windows Server administration
• SCCM and server patching
• Data‑center operations (racking, stacking)
• ServiceNow ITSM
• Oracle ERP, Appian, SharePoint application support
• PowerShell scripting
• Python scripting