TOCC (Tools Operations Control Center) Specialist

Project Name : TOCC 24/7 Support

Position Location

Remote

Start Date

Duration

Distribution Effort

Skill

Please note that this role requests work on weekend and public holidays and selected candidate will be working India day time.

Core Responsibilities:

Documentation & Communication of Tool Outages and Maintenance

-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

Central ECS Contact for Tools Operations Issues

-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)

-Execute well-defined mitigation steps (L1-2 level support)

-Follow escalation paths for tool degradations/disruptions and involve technical experts or on-call support as needed

Coordination of Tools Operations Issues

-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

Tool System & Service Status Monitoring

-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

Key Skills & Qualifications

-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