TOCC (TOOLS OPERATIONS CONTROL CENTER) SPECIALIST – 24/7 SUPPORT

Work Mode:Remote

Location Preference:Bangalore, India

Working Hours:India Daytime

Shift Coverage:Includes weekends and public holidays

Role Overview

We are seeking a TOCC (Tools Operations Control Center) Specialistto act as the central coordination point for ECS tools operations. The role focuses on tool availability, incident management, outage communication, and operational coordination, ensuring uninterrupted service and clear stakeholder communication across the ecosystem.

This is a 24/7 operations support rolewith primary working hours aligned to India daytime, including weekend and holiday coverage.

Key Responsibilities

1. Tool Outage, Maintenance & Communication Management

1. Establish and maintain a centralized ECS Tool Downtime Calendarcovering planned and unplanned outages

2. Define and implement standard communication templates and processesfor tool outages and maintenance

3. Log, track, and document planned system maintenance activities

4. Communicate real-time and historical outages via the TOCC Dashboard(tool/network disruptions and degradations)

5. Create and maintain Incident Reports and Problem Recordsfor audit and RCA purposes

2. Central Point of Contact – Tools Operations

1. Act as the primary contactfor tool performance, availability, and synchronization issues

2. Manage incident ticket queues, monitoring alerts, and operational emails

3. Operate a real-time support hotlinefor critical tools operations issues

4. Perform initial issue triage, severity assessment, and impact analysis

5. Execute L1–L2 support activitiesusing predefined mitigation procedures

6. Escalate issues following defined paths and engage on-call technical expertswhen required

3. Incident Coordination & Stakeholder Alignment

1. Define, document, and maintain escalation pathsfor internal and external ECS tool systems

2. Coordinate with Tool CoEs, Product Owners, and TechOps teamsto ensure up-to-date technical documentation

3. Identify and engage SPOCsacross DQM, TechOps, Productization, CTO, and related teams for RCA and resolution

4. Align operational interfaces with Customer Office (DEAs), MIM, and Crisis Management teams

4. Monitoring & Operational Visibility

1. Evaluate and implement tool and service monitoring solutions

2. Integrate monitoring with ECS dashboards and IT Downtime Calendar

3. Drive continuous improvement initiatives to enhance proactive detection and operational transparency

4. Maintain monitoring projects focused on service availability and performance metrics

Required Skills & Qualifications

1. Experience in IT Operations, Incident Management, or Technical Supportroles

2. Strong expertise in incident tracking, documentation, and stakeholder communication

3. Hands-on experience with Jira, monitoring tools, and dashboard reporting

4. Ability to coordinate across cross-functional and global teams

5. Strong analytical skills for issue triage, impact assessment, and escalation

6. Familiarity with ITIL processes, ECS tools, and system synchronization concepts is an advantage

Nice to Have

1. Experience in 24/7 operations or control center environments

2. Exposure to crisis management and major incident handling

3. Knowledge of monitoring frameworks and alerting systems