Job Description:

Job Description: TOCC (Tools Operations Control Center) Specialist

Please note that this role requests work on weekend and public holidays - TOCC 24/7 Support

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

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