Operations Support Technician - Product Support

Operations Support Technician - Payments Product Support

Join to apply for the Operations Support Technician - Payments Product Support role at Transaction Network Services (TNS).

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!

TNS are looking for an Operations Support Technician to join our Sheffield based Operations team, working a 24/7/365 shift pattern. As a Operations Support Technician you will be responsible for the pro‑active monitoring of our Processing managed services and first line fault resolution. The role requires excellent communication and problem‑solving skills as customer communication, service and service availability are critical elements of the role.

Being a part of the TNS Fin Tech division there will be opportunity 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.

• Working within a shift pattern that provides 24/7/365 cover.
• Supporting our new Orchestration gateways within multiple AWS regions also including multiple Processing managed payment platforms.
• Provide initial point of contact for our customer’s Operations teams.
• Responsible for incident management using ITIL aligned processes.
• Troubleshooting, Incident logging, tracking, escalations, and management of incidents.
• Communicating service incidents and resolution progress updates to internal and external stakeholders.
• Working assigned incident tickets to resolution.
• Support TNS Major Incident Management processes as an integral part of the Operations team.
• Post incident impact analysis, support and corrective actions.
• Work with TNS application technical support in relation to escalated and / or ongoing service incidents and continued knowledge development.
• Manage system jobs and schedules, whilst working to SLAs.
• Support change management activities.
• Adherence to all documented policies and procedures in the support of service and service availability.
• To provide amendments or generate new work instructions into the operation.

• Technical aptitude and enthusiasm to learn new systems and processes.
• Enjoy troubleshooting.
• Methodical thinker with 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.

• Knowledge of, or previous experience using helpdesk ticketing systems.
• Incident management 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.

• Someone with previous experience working within a helpdesk environment.
• Someone new within 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, problems, learn, what to build new processes, and who wants to be involved within a busy operation.

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Entry level

Full-time

Information Technology

Telecommunications