Payment Markets Service Support Analyst Orchestrate; Onsite

Overview

TNS are looking for an Operations Support Technician to join our Sheffield based Operations team, working a 24/7/365 shift pattern. As a Technician you will be responsible for 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.

• Work within a shift pattern that provides 24/7/365 cover.
• Support the new Orchestration gateways in multiple AWS regions and multiple Processing‑managed payment platforms.
• Serve as the initial point of contact for customers’ Operations teams.
• Manage incidents using ITIL‑aligned processes, including logging, tracking, escalation, and resolution.
• Communicate incident information and progress updates to internal and external stakeholders.
• Treat assigned incident tickets through to resolution.
• Participate in TNS Major Incident Management processes.
• Conduct post‑incident impact analysis, support corrective actions, and contribute to continuous improvement.
• Collaborate with TNS application technical support on escalated and ongoing incidents.
• Manage system jobs and schedules, ensuring compliance with SLAs.
• Assist with change management activities.
• Adhere to all documented policies and procedures supporting service availability.
• Create or update operational work instructions.

Technical aptitude and enthusiasm to learn new systems and processes.

Enjoy troubleshooting and diagnosing problems.

Methodical thinker able to diagnose problems under pressure.

Demonstrated customer‑service skills.

Comfortable working 12‑hour shifts or a 24/7/365 pattern.

Strong written and verbal communication skills.

Proficiency with Microsoft Office.

• Experience with helpdesk ticketing systems.
• Incident management experience.
• Experience working within an AWS environment.
• Experience with monitoring software and systems.
• Previous payments knowledge or experience supporting Windows or UNIX systems.

• Individuals with prior helpdesk experience.
• Newcomers to IT who are eager to learn and grow within Payments and IT.
• People who logically troubleshoot, build processes, and thrive in 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.