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The TOCC Specialist role involves managing tool outages and providing 24/7 support. Please note that this role requests work on weekend and public holidays - TOCC 24/7 Support
Job Responsibility:
Establish and maintain a transparent ECS Tool Downtime Calendar for planned and unplanned outages
Define and implement a communication strategy and templates for tool downtime/outage handling
Log and document planned tool system maintenance activities in a centralized calendar
Communicate current and track historic outages via the TOCC Dashboard (tool/network disruptions/degradations)
Create and maintain Problem Records and Incident reports
Serve as the primary point of contact for performance, availability, and synchronization issues
Manage an Incident ticket queue, emails, and alerts for Tools Operations issues
Operate a telephone hotline for real-time support
Perform basic evaluation of issues (severity and impact assessment)
Follow escalation paths for tool degradations/disruptions and involve technical experts or on-call support as needed
Document and align the correct escalation paths for ECS internal and external Tool Systems, Services, and Interfaces, including contacts and ticket queues
Collaborate with Tool System CoEs/Product Owners to ensure technical documentation is available for proactive problem-solving by L1-2 support teams (24/7)
Identify and engage SPOCs from DQM, TechOps, Productization, CTO, and other teams as technical experts for Root - Cause Analysis (RCA) and support during operations issues
Align working models and interfaces with the Customer Office (DEAs), MIM, and Crisis Management processes
Evaluate and implement monitoring solutions, including ECS monitoring options, IT Downtime Calendar integration, and potential new monitoring tools
Develop and maintain a monitoring project to enhance visibility and proactive issue detection
Requirements:
Experience in IT operations, incident management, and technical support
Strong communication and documentation skills
Familiarity with Jira, monitoring tools, and dashboard management
Ability to coordinate cross-functional teams and escalate issues effectively
Knowledge of ECS tools, synchronization processes, and ITIL practices is a plus
Bachelor's degree in Computer Science or a related field is preferred