Technology Operations Center ( TOC) Manager

Technology Operations Center (TOC) Manager will be responsible for overseeing the operations of a TOC , which is a centralized team where critical events are monitored and managed in real-time. The primary job duties and responsibilities of a TOC Manager shall include:

1. Supervising TOC Operations: Overseeing the day-to-day 24*7 operations of TOC, ensuring all critical systems and processes are functioning optimally, and monitoring the performance of the Technology Operations Center team.

2. Developing and Implementing Procedures: Developing and implementing standard operating procedures (SOPs) for the TOC operations, ensuring that all staff members understand and follow them. Knowledge of end to end service life cycle from L1 thro L1.5 to L2/L3

3. Continuous Improvements: Shall have proven experience in deploying Automation and AI to improve efficiency of Operations and quality of service.

4. Leading the TOC Team: Managing the team of operators and technicians in the TOC providing guidance and direction, and facilitating effective communication between team members. Team size 15- 20 across India, Mexico. Conduct skill assessment, performance reviews and development plans. Transform the team culture into more forward looking with contemporary skill sets

5. Coordinating with External and Internal Stakeholders: Collaborating with external and internal stakeholders such as emergency services, security teams, and other relevant agencies to ensure smooth operations and effective communication.

6. Monitoring and Responding to Emergencies: Monitoring real-time alerts and alarms from various sources and responding promptly to critical incidents as they occur. Tools include Solarwinds, Dynatrace and several other tools as part of JCI IT standards. Effectively managing major incidents and develop strategies to minimize them

7. Reporting and Analyzing TOC Performance: Generating regular reports on TOC performance, including metrics such as response times, incident resolution rates, and system uptime. Analyzing this data to identify areas for improvement and implementing corrective actions as necessary.

8. Maintaining Equipment and Infrastructure: Ensuring that all TOC equipment and infrastructure are well maintained, updated, and functioning properly, and coordinating repairs and upgrades as necessary.

The ideal TOC Manager should possess strong leadership and communication (both verbal and written) skills, be able to think critically and make sound decisions under pressure and have a solid understanding of emergency management principles and best practices. They should also have experience in managing a team and working with various stakeholders to achieve common goals.