Technology Operations Center Senior Technician
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Job Description
The TOC Analyst is part of a high-profile, 24x7x365 follow-the-sun team dedicated to the real-time monitoring, alerting, and incident coordination on production technology systems. At ECS, the TOC Analyst is the first responder for all incidents affecting our customers, clients, and affiliates.
You will support the Experian Consumer Services department - a passionate and team with a mission to provide Financial Power to All™. Our portfolio offers credit education and identity protection solutions to consumers and helps businesses manage the impact of data breach incidents.
What you'll do
The TOC Analyst is a hands-on technical position that requires a breadth and depth of technological understanding, to ensure progress in both working practices and ongoing support. You will have a "hands-on" role in monitoring all IT applications and will be responsible for understanding and escalating business issues. Analysts will coordinate updates to core monitoring applications with an overall understanding of the organization and the desire to ensure issues are motivated to resolution. You will report to TOC Lead.
• Hands-on management of the TOC activities during their assigned shift
• Wide knowledge across all enterprise ECS monitoring tools.
• Work with IT and business to put into place more specific monitoring
• Understand all IT services that could impress customers and the business
• Create documents, procedures, and runbooks without direction
• Ensure TOC maintenance notifications are accurate and sent out within published Service level agreements.
• Inform management of status on all issues and programs for your team.
• Assist Engineering teams to support security vulnerability management (patching)
• Support CI/CD Pipelines across all environments (AWS CodeBuild/AWS CodePipeline).
• Directly log into Linux/command line-based servers to initiate expiring certificate updates
• Provisioning and decommissioning certificates inclusive of generating CSRs (Certificate Signing Request)
• Manage certificates for multiple websites and internal tools such as GitHub
• Work directly with a Certificate Authority to order/renew certificates (SSL/TLS)
What your background is
• 3+ years of experience in Information Technology and in a Technology Operations or DevOps environment.
• Work with teams
• Flexible enough to work with different technical skill levels.
• Availability to work any shift, weekends, and holidays; must be available for on-call duties as scheduled
• Experience with software architectural patterns and cloud-based technologies.
• Experience implementing AI-based solutions for monitoring and automation needs.
• Work with vendors, carriers, and suppliers in the provisioning and maintenance of services.
• Work with Certificate Authorities to order/renew/provision certificates.
• Experience generating CSRs to ensure CA creation of SSL/TLS certificates to ensure zero-downtime websites
• Issue commands by command line interface within a Linux-based environment
• Experience with problem and incident management tools required
• Develop, document, and publish operational processes
• And require minimal guidance
• Experience with modern IT operations, monitoring, service management, and AI tools such as:• Datadog (Event Management, Incident Response, Bits AI)
• Amazon Web Services
• Atlassian Confluence
• Atlassian Jira
• Atlassian Statuspage
• ServiceNow
• Microsoft CoPilot
• ChatGPT
• Claude
Requirements
Department: Technology
Function: Information Technology
Experience Level: Mid-Senior Level