TOCC Consultant
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Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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
We transform. SAP solutions into Value
NTT DATA Business Solutions is a fast-growing international IT company and one of the worlds leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions including hosting services and support.
Required Experience:
Contract
Key Skills
About Company
Global SAP consulting competence and leading full-service SAP software solutions provider in over 30 countries.
