Job Description

TOC Lead
San Pedro Garza Garcia

-

MX
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Role Summary:

TOC lead who thrives in dynamic and fast paced environment, and he/she will oversee and participate in monitoring and maintenance of JCI global server, Network and application health. Also, TOC lead will take the lead in responding to alerts Level -1 support, publish daily report, maintain KPI and keep up to date SOP. As per criticality escalating issue to appropriate teams (L2/L3) when needed, build stronger team efficiency and directly contribute to our mission of delivering top -tier service.

How you will do it

o Monitoring and Analysis Continuously monitor IT infrastructure /application, network performance, identify anomalies, and analyze data to proactively detect and resolve network issues.

o Incident Response Lead incident response efforts, coordinating with TOC engineer to ensure swift and effective resolution of network incidents.

o Troubleshooting Utilize troubleshooting skills and tools to diagnose problems and implement corrective actions.

o Documentation Maintain accurate records of events / incidents, resolutions, and network configurations for future reference and analysis in form of SOP.

o Continuous Improvement Identify areas for process improvement and implement best practices for TOC operations.

o Staff Training Provide guidance, training, and mentorship to TOC team members to enhance their skills and knowledge.

· Service Delivery

o Ensure 24/7 network monitoring and support, including on-call rotation.

o Maintain high network/application uptime and availability.

o Prioritize and manage incidents based on their impact and urgency.

o Communicate effectively with stakeholders during critical incidents.

o Continuously monitor dashboard and provide timely response to all alert.

· Collaboration

o Foster collaboration and communication with cross-functional teams, such as IT, security, and other relevant departments.

o Facilitate effective information sharing and coordination to address incidents and improve operational efficiency.

o Collaborate with external partners or vendors when necessary to resolve complex issues.

o Collaborate with stakeholders (PMs, Delivery, Business Partners…) to operationalize deployments or transition services into the standard support operating model

· Governance/Standards

o Adopt processes, standards, and best practices as it relates to IT service management.

o Ensure compliance with industry regulations and best practices.

o Regularly audit processes and procedures to maintain high standards of quality.

o Develop, maintain and optimize Global TOC support process for improved SLA

· Leadership

o Build a high-performance culture through coaching and development of employees.

o Become a thought leader to drive next generation support models in optimizing cost and the enhancing customer experience.

o Report to senior leadership on business, operational, and client satisfaction metrics with regards to IT Services

What we look for

[Required Qualifications – Education, Skills & Experience]

· A degree in computer science, information management or related field, or equivalent work experience.

· Five (5) or more years of work experience, using variety monitoring -SolarWinds/Dynatrace/ AppDynamics and ticket management tools ServiceNow.

· Intermediate experience and understanding in technical issues networking protocol, services, BGP ,OSPF, MPLS, SDWAN.

· Comfortable working within operations as a subject matter expert

· Good understanding of ITIL principles and practices.

· Strong interpersonal skills. Ability to work across multiple cultures and users/personas to influence and drive a pro-active mindset / prevention of e.g. user related issues by improved technology adoption.

· Empathy for and identification with the leads and employees in the organization affected by IT incidents. Strong service ethic.

· Demonstrable leadership. A proven track record of successfully resolving application related issues, applying best practice and offering improvements using practices such as lean six-sigma.

· Analytical skills. Outstanding analytical, ability to prioritize and quickly resolve problems.

· Excellent oral and written communication skills. These skills will be used to explain digital concepts and technologies to users, so technology is adopted and used properly.

· Effective leadership skills. These skills include team building, consensus building, the ability to balance team and individual responsibilities, and achieving goals through others not directly under the lead’s supervision, by working ethically and with integrity.

· Ability to learn new technologies based on requirements from time to time. Digital dexterity along with the vision to see how they can improve IT Ops.

[Preferred Qualifications – Education, Skills & Experience]

· Experience in a TOC /OPS environment preferred

· CCNA/ITIL certification desired

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