Company Description

Experian is the world’s leading global information services company. During life’s big moments — from buying a home or a car to sending a child to college to growing a business by connecting with new customers — we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime.

We have 17,800 people operating across 44 countries, and every day we’re investing in new technologies, talented people and innovation to help all our clients maximize every opportunity. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index.

Learn more at www.experianplc.com or visit our global content hub at our global news blog for the latest news and insights from the Group

Experian is the world’s leading global information services company. During life’s big moments — from buying a home or a car to sending a child to college to growing a business by connecting with new customers — we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime.

We have 17,800 people operating across 44 countries, and every day we’re investing in new technologies, talented people and innovation to help all our clients maximize every opportunity. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index.

Learn more at www.experianplc.com or visit our global content hub at our global news blog for the latest news and insights from the Group

Job Description

What is a “TOC”? 

The TOC (Technology Operations Center) is a 24/7/365 department dedicated to the real time monitoring, alerting, and coordination of production systems though technology and incident Management. We are the voice of ECS in charge of all Internal and External notifications for incidents. We are ECS's first responders for all incidents affecting our customers.

What you’ll be doing 

• Responsible for hands on management of the TOC activities during their shift. 

• Senior Level knowledge across all Enterprise System monitoring tools employed by ECS TOC.

• Provide support to perform audits on monitoring tools to ensure the entire IT Enterprise is being properly monitored. 

• Proactively work with IT and the Business to put into place more specific monitoring. 

• Understand ECS Business with an understanding of all IT applications and services that could impact the customers.

• Take initiative to create and maintain documents, procedures, and run books without direction. 

• Ensure TOC notifications are accurate and sent out within published SLA. 

• Communicate problems to all levels of the organization as required.

• Coordinating resolution voice and data circuit issues with Carriers.

• Informing Lead, Supervisor, Manager and Senior Management of status on all issues and initiatives for your team. In the absence of TOC Manager/Supervisor, own the escalation process.

• Assist in updating operational run-books. 

Qualifications

• 5 years’ experience in Information Technology and in a TOC or Service Desk environment 

• AA or BA degree preferred. 

• Ability to work effectively with cross-functional teams. Flexible enough to work with different technical skill levels and skill sets.

• Ability to work in a highly dynamic environment.

• Strong analytical and problem-solving skills. 

• Must be available to work any shift, weekends, and holidays. Must be available for on call duties as scheduled. 

• Strong working knowledge of monitoring systems such as but not limited to: Splunk, AWS CloudWatch, DataDog. 

• Strong working knowledge of modern IT operations systems/tools such as: Atlassian Confluence, Atlassian Jira, Atlassian Statuspage, and xMatters. 

• Working knowledge of Windows and Linux OS. 

• Moderate understanding of software architectural patterns.

• Ability to work with Vendors, Carriers, and Suppliers in the provisioning and maintenance of services.

• Excellent communications skills, both written and oral are essential. Fluent in English. 

• Ability to develop, document, and publish operational processes and procedures.

• Ability to mentor junior staff.

• Must be a self-starter and require minimal guidance / leadership.

• Ability to work well under pressure is critical.

• Experience with problem and incident management processes and tools; including Root Cause Analysis required.

• Strong customer service orientation

Additional Information

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