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Job overview
We are recruiting an EOC Systems Support Manager to play a key role at the heart of our Emergency Operations Centres (EOCs). This specialist operational post ensures the safe, resilient and effective running of the digital systems that support our 24/7 emergency service.
You will act as the operational link between our EOC teams and Digital Services, supporting system changes, resolving incidents, and ensuring our command‑and‑control platforms—such as CAD and Airwave—are reliable, efficient and ready to deliver excellent patient care.
This role is ideal for an experienced EOC professional with strong operational knowledge, excellent communication skills and a passion for improving the systems that keep our services running.
Main duties of the job
1. Provide specialist operational support for critical EOC systems including CAD, Airwave and associated communications platforms.
2. Act as the operational interface with Digital Services during system updates, developments and incident response activities.
3. Support business continuity and resilience planning for all EOC systems.
4. Lead the operational planning and documentation for system changes, upgrades and testing.
Incident Response & Decision Making
5. Provide expert operational advice during system incidents, supporting Tactical Command and technical teams.
6. Analyse system performance, user feedback and incident reports to identify risks, trends and opportunities for improvement.
7. Make autonomous decisions on workarounds, prioritisation and incident escalation during service disruption.
Communication & Stakeholder Engagement
8. Lead engagement with EOC staff to ensure changes, upgrades and digital best practice are well understood.
9. Communicate complex technical information clearly to operational and non‑technical colleagues.
10. Maintain effective relationships with Digital Services, EOC leadership and external partners such as blue‑light agencies.
Service Development
11. Contribute operational expertise to digital development roadmaps, ensuring EOC requirements are fully represented.
12. Support innovation and horizon scanning for new technologies that could enhance resilience and performance.
13. Maintain operational documentation, risk assessments and system assurance processes.
Working for our organisation
You'll have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city just a stone's throw away and the invigorating North Sea coast to the east.
The East of England offers a unique blend of innovation and opportunity, surrounded by picturesque countryside, historic towns, and quick access to both the bustling capital and serene coastlines.
At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non-emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire.
We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties.
We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under-represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ+ individuals who meet the specific criteria.
We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.
Detailed job description and main responsibilities
The EOC Systems Support Manager is a specialist operational role providing support and coordination for all critical digital systems used within the Emergency Operations Centres (EOCs).
Reporting to the EOC Infrastructure Manager, the postholder acts as a key operational link between EOC and Digital Services, ensuring that system developments, upgrades, incidents and resilience arrangements are effectively managed to maintain safe, continuous 24/7 operations.
The postholder will lead the operational planning and delivery of system changes, support the management of critical command-and-control platforms (including CAD, Airwave and associated communication systems), and provide operational guidance and recommendations to senior leaders, technical teams and frontline staff.
They will ensure that operational needs are fully represented within digital roadmaps, and that system performance, resilience and user experience are continually improved.
The role requires extensive operational experience within an emergency control room environment, combined with highly specialist knowledge of digital systems, communications platforms and EOC operational processes.
Person specification
Experience
Essential criteria
14. Demonstrable post registration experience.
15. Able to assess and treat a wide variety of patients.
16. Experience of working in a clinical setting.
17. Evidence of working in a leadership role.
18. Ability to plan and organise a range of complex activities which require the formulation and adjustments or plans or strategies.
19. Demonstrable achievement in advancing and developing clinical service.
20. Able to challenge across professional boundaries.
21. Evidence of managing change through redesign.
22. Demonstrable ability of chairing meetings and organising committees and projects.
23. Experience of clinical audit in a clinical setting.
Desirable criteria
24. Able to demonstrate clinical practice in a variety of clinical settings.
Skills and Knowledge
Essential criteria
25. Strong analytical and problem‑solving skills, with the ability to interpret data and provide recommendations within established procedures.
26. Extensive understanding of Ambulance Quality Indicators (AQIs).
Qualifications
Essential criteria
27. Registered Health Care Professional with demonstrable experience
28. Educated to master’s degree level, equivalent professional qualifications and/or substantial demonstrable experience in a similar role or setting
29. Extensive portfolio of Continuing Professional Development.
Desirable criteria
30. Quality Improvement Practitioner (QSIR Qualification).
31. Level 6/7 Teaching Qualification.
32. Extensive portfolio of Continuing Professional Development.
33. Experience delivering projects in a clinical environment.
34. Postgraduate Leadership and Management Qualification (minimum Level 6).
35. Project management qualification (PRINCE2 or equivalent).
36. Membership with the Professional Body.
Personal Qualities, Abilities and Attributes
Essential criteria
37. Ability to lead on clinical development and capable of monitoring progress and outcomes.
38. Committed to Trust vision and values.
39. Committed to lifelong learning evidenced through education, experience, and Continuing Professional Development.
Desirable criteria
40. Ability to act as a clinical role model for all staff.
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Candidates who require a Skilled Worker visa to work in the United Kingdom can determine the likelihood of obtaining a Certificate of Sponsorship for this position by assessing their circumstances against the criteria specified on the Check if you need a UK visa - website. We encourage all applicants to review these criteria carefully to understand their eligibility for sponsorship.
References and Employment History: All references from current and previous employers, will be sought via their Human Resources Department and must cover a minimum of 3 years employment. Therefore, when completing the reference section of your application form, please give the address, telephone number and email address of the Human Resources Department and indicate your current/previous line manager and their departmental details.
All appointments will be subject to currently having a clean disciplinary record.
Please be advised that a No Smoking Policy is in operation throughout the Trust.
Guaranteed Interview Scheme - Under the Trust's commitment 'Positive about Disabled People', if you consider yourself as having a disability and you meet the minimum selection criteria for any post, you will get an automatic interview. By minimum selection criteria we mean that you must provide us with evidence in your application form which demonstrates the essential requirements as set out in the person specification and advertisement for a post.
We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications, regardless of age, race, religion & belief, sex, gender reassignment, sexual orientation, marriage & civil partnership, pregnancy & maternity or disability.