Operations Support Specialist

3 days ago

Sheffield, Sheffield, United Kingdom Transaction Network Services Full time

About the Role

Transaction Network Services (TNS) is seeking a highly motivated and customer-focused Operations Support Technician to join their Payment Markets division. As a key member of the global 24/7 support team, you will play a critical role in ensuring the smooth operation and high availability of TNS' Payment Gateway, Processing, and Settlement services.

Key Responsibilities

  • Provide second-level technical support for application-related issues, troubleshooting problems, and resolving incidents.
  • Monitor and support applications hosted on AWS and Data Centre environments, ensuring optimal performance and availability.
  • Support and troubleshoot systems, ensuring application stability and performance.
  • Assist in diagnosing and resolving issues related to Java applications, including performance tuning and troubleshooting.
  • Monitor application performance and availability, proactively identifying and addressing potential issues.
  • Manage the lifecycle of incident tickets, ensuring all incidents are logged, tracked, and resolved in line with SLA.
  • Work closely with other internal teams and external service providers to escalate incidents and relay investigation findings to assist in the implementation of enhancements and fixes.
  • Perform daily checks on TNS's technology platforms, including system jobs and schedules, reporting on outcomes, and further escalating incidents where required.
  • Assist in planned change management activities on production devices.
  • Ensure adherence to security policies and compliance requirements within application management processes.
  • Maintain up-to-date documentation of systems, processes, and work instructions.
  • Implementation and adherence to documented policies and procedures.
  • Ad hoc tasks as required.

Requirements

  • Previous experience working in a 24/7 Operations Service Desk / technical support role.
  • Analytical approach to fault-finding and problem solving.
  • Experience with a ticketing system for incident lifecycle tracking.
  • Professional working attitude with a strong ability to communicate effectively with local and remote team members, clients, and partners.
  • 2+ years of experience in application support or a related IT support role, preferably with a focus on cloud environments, particularly AWS.
  • Proficiency in SQL, troubleshooting applications, and familiarity with various operating systems and databases.
  • Experience with AWS services (e.g., EC2, S3, RDS) and cloud monitoring tools.
  • Tenacious and inquisitive in investigating and applying corrective actions.
  • Good personal organizational and developed time management skills and an inherent capability to get things done.
  • Ability to work under pressure, individually and as part of a team.
  • Good personal organization skills.
  • Flexible approach to work and willing to work as part of a global team.
  • Self-starter with a drive to develop own skills and knowledge.
  • Life-long learner with desire to attend regular training sessions and develop.

Desirable Qualifications

  • Experience in the Payments industry.
  • Experience with ITIL or other IT service management frameworks.
  • Working knowledge of monitoring / event management systems, for example SolarWinds, Splunk, Thousand Eyes.
  • Familiarity with programming languages or scripting (e.g., Python, JavaScript).
  • Familiarity with troubleshooting Java applications.
  • Experience using Linux.
  • AWS certifications (e.g., AWS Certified Cloud Practitioner).

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