What are the responsibilities and job description for the IT Specialist- Technology Operations Center position at First Horizon?
The TOC IT Specialist monitors enterprise production processing and responds to issues reported via the ticketing system and real‑time alerts, and documents all work within that system. The role follows established runbooks and procedures, contributes to creating and improving operational processes and knowledge, and helps ensure timely completion of production schedules with minimal client impact.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Monitor production jobs, critical‑path dependencies, and platform health during assigned shifts; prioritize and triage alerts and tickets within defined SLAs.
- Create, update, and resolve tickets with complete, accurate documentation (timeline, actions taken, approvals, and outcomes); ensure clean shift handoffs.
- Execute standard recovery actions per approved runbooks (e.g., restarts, retries, parameterized reruns) and verify downstream health; escalate to application/platform owners and facilitate incident bridges as needed.
- Participate in root cause analysis and problem management; track corrective actions to closure and support continuous improvement initiatives.
- Acquire, maintain, and document technical and institutional knowledge, author and update knowledge articles and runbooks.
- Adhere to incident, change, and communication procedures; use approved templates for internal and client communications when thresholds are met.
- Comply with information security, risk, and compliance requirements; maintain audit‑ready evidence of monitoring and response activities.
Qualifications
- Knowledge of commonly used IT concepts, practices, procedures, and terminology (e.g., operating systems, batch processing, basic networking, log analysis, and file transfer fundamentals).
- Experience with enterprise monitoring and ticketing platforms; strong troubleshooting, analytical, and documentation skills.
- Familiarity with ITIL principles (incident, change, problem) and comfort following structured runbooks and SOPs.
- Strong communication and collaboration skills with the ability to engage cross‑functional associates under time‑sensitive conditions.
- Ability to work in a 24x7 environment (weekends and holidays as required).
About Us
First Horizon Corporation is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. The Company and its subsidiaries offer commercial, private banking, consumer, small business, wealth and trust management, retail brokerage, capital markets, fixed income, and mortgage banking services. First Horizon has been recognized as one of the nation's best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank. More information is available at www.FirstHorizon.com.
Benefit Highlights
• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits
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