Operations Support Technician - Payments Product Support

TN United Kingdom; Sheffield; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a motivated Operations Support Technician to join their dynamic Payments Product Support team. This role involves working in a global 24/7 support environment, ensuring the smooth operation of payment services. You will be responsible for troubleshooting application issues, monitoring systems, and collaborating with internal and external teams. If you have a passion for technology and a desire for personal growth, this is an exciting opportunity to contribute to a leading organization in the payments sector.

Qualifications

• 2+ years of experience in application support or IT support.
• Experience with cloud environments, especially AWS.
• Analytical approach to fault-finding and problem solving.

Responsibilities

• Provide second-level support for application-related issues.
• Monitor and support applications hosted on AWS.
• Manage the lifecycle of incident tickets.

Skills

Technical Support

Incident Management

Problem Solving

SQL

AWS

Communication Skills

Time Management

Education

Experience in IT Support

Experience in 24/7 Operations

Tools

AWS Services (EC2, S3, RDS)

Ticketing System

Monitoring Tools (SolarWinds, Splunk)

Job description

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Operations Support Technician - Payments Product Support, Sheffield

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Client:

Transaction Network Services

Location:

Sheffield, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

a81ff1764638

Job Views:

7

Posted:

26.04.2025

Expiry Date:

10.06.2025

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Job Description:

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’s Payment Gateway, Processing, and Settlement services.

Key responsibilities include working a 24/7 shift rotation, providing high-level technical support, and incident management for all incidents impacting or potentially impacting the supported services.

Responsibilities

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

Qualifications

1. Previous experience working in a 24/7 Operations Service Desk / technical support role.
2. Analytical approach to fault-finding and problem solving.
3. Experience with a ticketing system for incident lifecycle tracking.
4. Professional working attitude with effective communication skills with team members, clients, and partners.
5. 2+ years of experience in application support or related IT support, preferably with cloud environments, especially AWS.
6. Proficiency in SQL, troubleshooting applications, and familiarity with operating systems and databases.
7. Experience with AWS services (e.g., EC2, S3, RDS) and cloud monitoring tools.
8. Tenacious and inquisitive in investigating and applying corrective actions.
9. Good organizational and time management skills, with the ability to work under pressure both independently and in a team.
10. Flexible approach and willingness to work as part of a global team.
11. Self-starter with a drive for personal development.
12. Desire to attend training and develop skills continually.

Ideally, candidates will also possess the following but not essential:

1. Experience in the Payments industry.
2. Experience with ITIL or other IT service management frameworks.
3. Knowledge of monitoring/event management systems like SolarWinds, Splunk, Thousand Eyes.
4. Familiarity with programming or scripting languages, e.g., Python, JavaScript.
5. Experience troubleshooting Java applications.
6. Experience using Linux.
7. AWS certifications (e.g., AWS Certified Cloud Practitioner).

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

TNS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability, or other protected characteristics.