Client Solution Architects (CSA) is currently seeking an EOC Lead to support our program in Millington, TN.
For nearly 50 years, CSA has delivered integrated technology and operational support services to meet the defense and federal sector's most complex enterprise needs. Working from operations centers and shipyards to training sites and program offices, CSA deploys experienced teams, innovative tools and proven processes to advance federal missions.
How Role will make an impact:
- Leadership of a 12 man team that answers fleet service members on application access, application problems and help in using BUPERS Online application.
- Lead day-to-day EOC operations by coordinating intake, prioritization, tracking, and timely resolution of issues impacting electronic documentation and end-user support.
- Operate and oversee document capture workflows using Kofak Duplex Scanner and Kofax Ascent Capture, validating outputs, resolving routine issues, and escalating when needed.
- Use System Center Service Manager (Microsoft) to manage tickets, track status, document actions taken, and support consistent handoffs across shifts.
- Use Solarwinds and System Center Operations Manager (Microsoft) to monitor service health and identify conditions that could impact EOC operations and customer support.
- Administer and troubleshoot MS Workstation environments supporting EOC workflows, maintaining operational readiness and restoring service quickly.
- Manage controlled documentation, SOPs, and reference materials in SharePoint, maintaining organized and retrievable records.
- Coordinate EOC communications and collaboration through FlankSpeed Teams, supporting rapid awareness, updates, and decision-making.
- Use UiPath to automate repeatable EOC tasks (for example, routing, status updates, and standard notifications) to reduce manual effort and improve consistency. (maybe a future requirement)
- Produce EOC reporting, workflow diagrams, and operational documentation using Microsoft Office Suite to include Visio/Project
