**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.**