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Technology Operations Technician

Experian is an Equal Opportunity Employer Job Number: 173658


What does it take to protect and maintain the most sensitive data for over 220 million people and 25 million businesses? What does it take to meet daunting challenges and shape solutions that pioneer industries and improve lives? At Experian, we are the trusted power behind data and the leading global information services company, providing everything from fraud and identity protection, to data analytics and credit scores. Our products help decision-making for consumers and businesses alike.

With operations stretching globally, Experian is 17,000 people strong, supporting clients and operations in more than 80 countries. Generating nearly $5 billion in revenue annually, Experian is primed for growth and searching for the most talented and innovative people to join our family and take us to new heights.

Experian’s Consumer Services (ECS) group is defining the next Big Data thing for consumers.

What could be more exciting – personally and professionally – than being part of a disruptive business? Consider starting your career with the industry’s best by joining the Leader that continues to disrupt the competition. As the market leader, we pride ourselves on building new markets and leading the pack through continuous evolution and innovation. It’s a position ECS has enjoyed for more than a decade and we aren’t looking to stop now.

Experian’s Technology Operations Center (TOC) team is seeking a talented TOC Technician II. The TOC Technician will have a “hands on” role in all systems that are monitored, and will be responsible for understanding and escalating business issues. Further, they have the ability to coordinate updates to core monitoring applications and will have an overall understanding of the organization and the drive to ensure issues are escalated appropriately.

• Responsible for supporting TOC activities during their shift.
• 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.

Knowledge, Experience & Qualifications

• Associates or Bachelor’s degree from an accredited institution preferred.
• 1-2+ years of experience in Information Technology and in a TOC or Service Desk environment.
• Ability to work effectively with cross-functional teams. Flexible enough to work with different technical skill levels and skill sets.
• Must be available to work any shift, weekends, and holidays. Must be available for on call duties as scheduled.
• Strong working knowledge of but not limited to: System Center Operations Manager (SCOM), Solar winds, Alertsite, App Dynamics, AWS and Splunk.
• Strong understanding of SNMP related concepts.
• Strong understanding of Network related concepts.
• Ability to work with Vendors, Carriers, and Suppliers in the provisioning and maintenance of services.
• Ability to develop, document, and publish operational processes and procedures.
• Ability to mentor subordinate staff.
• Experience with problem and incident management processes and tools; including Root Cause Analysis desired.