Technical Operations Support Specialist
4 weeks ago
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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