About this role
What you’ll be doing
The TOC Manager is a hands-on technical management position that requires a breadth and depth of technological understanding, to ensure progress in both working practices and ongoing support. The position will have a “hands-on” role in managing the TOC team, monitoring all IT systems/applications, and responsibility for understanding and escalating business issues. The TOC Manager will coordinate updates to core monitoring applications with an overall understanding of the organization and the drive to ensure issues are driven to resolution. Some key responsibilities include:
Hands-on management of the TOC team at ECSSenior level knowledge across all enterprise ECS monitoring toolsPerforming audits on monitoring tools to ensure the entire IT enterprise is being properly monitoredProactively working with IT and business to put into place more specific monitoringUnderstanding all IT applications and services that could impact customers and the businessTaking the initiative to create and maintain documents, procedures, and runbooks without directionEnsuring TOC maintenance notifications are accurate and sent out within published SLAsAbility to explain, in clear terms, complex IT issues to executive leadershipResponsibility for Security vulnerability management (patching) TOC activities and security audit needsResponsibility for SSL certificate management and all associated process activities (ensuring documentation is accurate, reviewed regularly, and updated as neededResponsibility for the Event Management function including full ownership/accountability on monitoring, process and policies, and enactment within the environmentEnsuring the team of TOC Analysts and TOC DevOps Analysts are:Provisioning and decommissioning certificates inclusive of generating CSRs (Certificate Signing Request)Managing certificates for various websites and internal toolsWorking directly with a CA (Certificate Authority) to order/renew certificates (SSL/TLS)Managing at least four (4) TOC Analysts directly and more indirectlyProfessional management capabilities are expected, inclusive of:Ensuring staffing levels and owning the shift scheduling application (Sling)Setting clear expectations and performance standards for TOC AnalystsCoaching, developing, and motivating team members to ensure team morale and eNPS satisfactionAddressing performance gaps early and constructivelyBuilding succession and bench strengthAvailability to work weekends and holidays should the need arise (staffing issues or major incidents)Ability to work with vendors, carriers, and suppliers in the provisioning and maintenance of services 10 to 14 years of experience in Information Technology and in a Technology Operations and/or DevOps environmentAA or BA degree preferredITIL 4 advanced certifications and/or Managing Professional preferredProven ability to: work effectively with cross-functional teams, flexibility to work with different technical skill levels and skill sets in a highly dynamic environment, and strong working knowledge of modern IT monitoring systems such as DatadogProven analytical and problem-solving skillsProven working knowledge of modern IT operations systems/tools such as Atlassian Confluence, Atlassian Jira, Atlassian Statuspage, and xMatters Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
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