Technical Operations Support Specialist

4 weeks ago


Sheffield, Sheffield, United Kingdom Transaction Network Services Full time

Overview

TNS is seeking a skilled Technical Operations Support Specialist to join our Sheffield-based Operations team. As a key member of our 24/7/365 shift pattern, you will be responsible for the proactive monitoring of our managed payments services and first-line fault resolution. This role requires excellent communication and problem-solving skills, with a focus on customer communication, service, and availability.

Responsibilities

  • Support our new Orchestration gateways within multiple AWS regions, including multiple Processing managed payment platforms.
  • Provide initial contact for TNS gateway and managed payment customers.
  • Manage incident resolution using ITIL-aligned processes.
  • Communicate service incidents and customer inquiries to internal and external stakeholders.
  • Work assigned incident tickets until resolution.
  • Support TNS Major Incident Management processes as part of the Operations team.
  • Engage and manage 3rd-party organizations in relation to incidents and problems.
  • Work with TNS technical support teams to resolve issues.
  • Manage system jobs and schedules, adhering to strict SLAs.
  • Support TNS Change Management activities.
  • Adhere to documented policies and procedures to ensure service and availability.

Requirements

  • Technical aptitude and enthusiasm to learn new systems and processes.
  • Enjoy troubleshooting and IT aspects.
  • Methodical thinker with problem-diagnosing skills.
  • Ability to work under pressure with a professional attitude.
  • Developed customer service skills.
  • Proficient with Microsoft Office products.

Preferred Qualifications

  • 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.
  • ITIL certification.


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