Operations Support Technician - Payments Product Support

Transaction Network Services; Sheffield; On-site; GBP 30,000 - 40,000; Full time

Job summary

Transaction Network Services is seeking a motivated Operations Support Technician in Sheffield to ensure the functionality of its Payment Gateway services. The role involves technical support, incident management, and collaboration within a global team in a 24/7 environment, providing a dynamic opportunity for tech enthusiasts. Applicants should have a strong analytical mindset and relevant IT support experience.

Qualifications

• Strong analytical and problem-solving skills required.
• Proficiency in SQL and AWS services needed.
• At least 2 years of experience in IT support preferred.

Responsibilities

• Provide second-level support for application issues and incident resolution.
• Monitor applications in AWS and ensure operational stability.
• Manage incident tickets and adhere to SLA requirements.

Skills

Analytical skills

Problem-solving

Communication

Organizational skills

Time management

Education

Experience in a 24/7 Operations Service Desk

Application support or related IT support (2+ years)

Tools

AWS (EC2, S3, RDS)

SQL

Monitoring tools (SolarWinds, Splunk)

Job description

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Operations Support Technician - Payments Product Support, Sheffield

Client: Transaction Network Services

Location: Sheffield, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: a81ff1764638

Expiry Date: 06.08.2025

Job Description:

TNS (Transaction Network Services) is seeking a motivated and customer-oriented Operations Support Technician to join their Payment Markets division. You will be part of a global 24/7 support team responsible for ensuring the smooth operation of TNS’s Payment Gateway, Processing, and Settlement services. This role involves working a 24/7 shift rotation, providing technical support and incident management for services impacting or potentially impacting the systems.

Responsibilities:

• Provide second-level support for application issues, troubleshooting, and incident resolution.
• Monitor and support applications on AWS and Data Centre environments.
• Support and troubleshoot systems to ensure stability and performance.
• Diagnose and resolve issues related to Java applications, including performance tuning.
• Monitor application performance and proactively address potential issues.
• Manage incident tickets, ensuring they are logged, tracked, and resolved according to SLA.
• Collaborate with internal teams and external providers to escalate and investigate incidents.
• Perform daily checks on TNS’s platforms, report outcomes, and escalate issues as needed.
• Assist with change management activities on production devices.
• Ensure compliance with security policies and maintain documentation.
• Follow documented policies and procedures, and perform ad hoc tasks as required.

Qualifications:

• Experience in a 24/7 Operations Service Desk or technical support role.
• Strong analytical and problem-solving skills.
• Experience with incident lifecycle management and ticketing systems.
• Excellent communication skills with team members, clients, and partners.
• At least 2 years in application support or related IT support, preferably with cloud environments like AWS.
• Proficiency in SQL, troubleshooting, and familiarity with operating systems and databases.
• Experience with AWS services (EC2, S3, RDS) and cloud monitoring tools.
• Persistent and inquisitive approach to troubleshooting and fixing issues.
• Good organizational and time management skills.
• Ability to work under pressure, independently and in a team.
• Flexible, self-motivated, and eager to learn and develop skills.

Preferred but not essential:

• Experience in the Payments industry.
• Knowledge of ITIL or other IT service management frameworks.
• Familiarity with monitoring/event management systems like SolarWinds, Splunk, Thousand Eyes.
• Programming or scripting skills (Python, JavaScript).
• Experience with Linux operating system.
• AWS certifications (e.g., AWS Certified Cloud Practitioner).

If you are passionate about technology and personal growth, explore what TNS offers!

TNS is an equal opportunity employer and evaluates applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, veteran status, disability, or any other protected characteristic.