Transaction Network Services
Operations Support Technician - Payments Product Support
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Overview
TNS are looking for an Operations Support Technician to join our Sheffield-based Operations team, working a 24/7/365 shift pattern.
As an Operations Support Technician, you will be responsible for the proactive monitoring of our Processing Managed Services, along with first-line fault resolution. The role requires excellent communication and problem-solving skills - customer communication, service, and the support of service availability are critical elements of the role.
Being a part of the TNS PAY division, there will be opportunities to learn and develop your skills on new technologies and, although previous Payments experience is preferred, we value enthusiasm, commitment, flexibility, and drive. If you have previous experience working in an operational environment or working on Windows or UNIX-based systems, then we would be interested in hearing from you.
Responsibilities
- Working within a shift pattern that provides 24/7/365 cover.
- Supporting our Payment Orchestration gateways within multiple AWS regions, including multiple processing managed payment platforms.
- Providing the initial point of contact for our customers' Operations teams.
- Responsible for incident management using ITIL-aligned processes.
- Troubleshooting, incident logging, tracking, escalation, and management of incidents.
- Communicating service incidents and resolution progress updates to internal and external stakeholders.
- Working assigned incident tickets through to resolution.
- Supporting TNS Major Incident Management processes as an integral part of the Operations team.
- Post-incident impact analysis, support, and corrective actions.
- Working with TNS application technical support in relation to escalated and/or ongoing service incidents and continued knowledge development.
- Managing system jobs and schedules whilst working to SLAs.
- Supporting change management activities.
- Adherence to all documented policies and procedures in support of service and service availability.
- Providing amendments to, or generating, new work instructions for the Operations team.
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Qualifications
- Technical aptitude and enthusiasm to learn new systems and processes.
- Enjoy troubleshooting.
- Methodical thinker with the ability to diagnose problems.
- Ability to work under pressure with a professional attitude.
- Developed customer service skills.
- Happy to work shift patterns (12-hour shifts, 24/7/365 pattern).
- Solid written and verbal communication skills.
- Proficient with Microsoft Office products.
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Ideally, you will also possess the following, though this is not essential:
- Knowledge of, or previous experience using, helpdesk ticketing systems.
- Incident management experience.
- Experience working within an AWS environment.
- Knowledge of, or previous experience using, monitoring software and systems.
- Previous payments knowledge/experience or experience supporting Windows- or UNIX-based systems.
Who would this role fit?
- Someone with previous experience working within a helpdesk environment.
- Someone new to an IT environment with IT experience and a hunger to learn and expand their career within the Payments and IT industry.
- Someone able to logically work through issues and problems, learn, help build new processes, and who wants to be involved in a busy operation.
If you are passionate about technology, love personal growth and opportunity, come and see what TNS is all about!
TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status, or any other legally protected characteristic.
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