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
Get empowered by NTT DATA Business Solutions!
We transform. SAP solutions into Value
NTT DATA Business Solutions is a fast-growing international IT company and one of the world's leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions, including hosting services and support. 
