Operations Support Technician - Payments Product Support

at  Transaction Network Services

An extraordinarily talented group of individuals work together every day to drive TNS’ success, from both professional and personal perspectives. Come join the excellence!
Overview
TNS (Transaction Network Services) is looking for a motivated and customer-oriented Operations Support Technician, to work within their Payment Markets division.
You will be part of a global 24/7 support team responsible for the smooth operation and high availability of TNS’ Payment Gateway, Processing and Settlement services.
Key responsibilities of this role will include working a 24/7 shift rotation providing a high level of technical support and incident management for all incidents impacting or potentially impacting the supported services.

Responsibilities

• Provide second-level 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.

Qualifications

• 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.

Ideally you will also possess the following but not essential:

• 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).

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!
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

• Provide second-level 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