TOCC (Tools Operations Control Center) Specialist

Project Name : TOCC 24/7 Support

Position Location : INDIA

Remote : Yes

Start Date : Immediate

Duration : 1 Year

Distribution Effort : 5/Days per week

Skill : Problem Management

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

Job Description: TOCC (Tools Operations Control Center) Specialist

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