Baylor Scott & White EOC Manager Information Systems
The Baylor Scott & White Information Services EOC Manager is responsible for developing, directing and improving overall operations for the IS Enterprise Operations Center (EOC) day to day operations and staff. This includes IS operational Event, Incident, Major Incident and Problem Management processes as well as supporting department budget planning and management.
The results of this role will lead to System-wide influence and impact in technology, organizational change management, program/project management, technical quality management, process improvement and other IS specific technical or administrative areas to develop and implement strategic business and/or technical solutions.
The ideal EOC Manager will possess excellent understanding of strategic planning as well as supporting tactical activities. Candidates must possesses heightened personal, verbal and written communications skills with the ability to problem solve and build relationships internally and externally.
Primary job responsibilities include:
Manage and oversee the overall functionality and performance of EOC operations and staff
perform single fault management and configuration tasks in support of technology and infrastructure teams
Oversee monitoring of Infrastructure (Network, Server, Database, Storage etc.) while managing a 24/7 operational team.
Maintain technical relationships and evaluate market technologies associated with monitoring tool vendors
Responsible for enterprise Event, Incident, Major Incident and Problem Management processes through defined and continually improved process/procedures
Manage the enterprise Event Management process; including monitoring all events that occur through the IT infrastructure , enable detection and escalation of exception conditions. Collaborate with other departments and cross-functional teams to ensure events are alerted on and managed appropriately (via Incident Management or other operational processes)
Manage the enterprise Incident and Major Incident processes through defining the efforts required to ensure normal service operation is restored as quickly as possible, with minimal impact on business operations
Manage Enterprise Problem Management process; focused on preventing problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented
Partner with key IS contacts for IS service management governance and supporting processes (i.e. Change Management, Configuration Management) and development teams to identify and enable improvements to the Incident, Major Incident and Problem processes
Regularly presents Incident and Problem Management performance reports to IS and Business leaders
Leads and supports Major Incident activities (i.e. MI bridge calls, timely communications) and establishes command and control during major incident; ensure proper procedures are followed
Ensures supporting operational documentation and training are regularly maintained and delivered
Experience with the following tools is highly desired:
BlueCat Address Manager
Location/Facility - Dallas, TX Main Street Data Center (i.e. Baylor Regional Medical Center at Plano)
For more information on the facility, please click our Locations link.
Specialty/Department/Practice - IT Service Management Office (i.e. Critical Care, Radiology, Family Care)
Immediate eligibility for health and welfare benefits
401(k) savings plan with dollar-for-dollar match up to 5%
PTO accrual beginning Day 1
*Note: Benefits may vary based upon position type and/or level.
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation's exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it's accepting a calling!
Masters degree, 3 years' experience,
Bachelors degree, 5 years' experience
Associates degree, and 7 years' experience,
High School Diploma/GED, 9 years' experience
Internal Number: 18016297
About Baylor Scott & White Health
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!