Global 24/7 Payments Operations Leader

TNS Inc.; Kuala Lumpur; Presencial; MYR 180.000 - 280.000; Jornada completa

Descripción de la vacante

TNS is seeking a Senior Operations Manager to lead the 24/7 Level 1 Service Desk and NOC operations for global payment platforms across APAC. You will drive service delivery, incident response, and continuous improvement in a busy managed service environment.

Reporting to the Director for TNS Payment Markets, you will manage cross-functional teams, align with ITIL processes, and ensure exceptional performance, reliability, and customer satisfaction while coordinating with vendors and internal

Formación

• 7+ years experience in Service Desk, NOC, or IT Operations leadership.
• Proven leadership of 24/7, shift-based operations.
• Strong Major Incident Management experience.
• Experience with monitoring/event management systems: SolarWinds, Splunk, ThousandEyes.
• Good understanding of Networking, Datacenter environments.
• Excellent written and verbal communication skills.

Responsabilidades

• 24/7 Accept/Orchestrate Service Desk & NOC Operations; overall accountability for 24/7 Level 1 Service Desk operations.
• Ensure consistent performance across NOC and Accept/Orchestrate Service Desk.
• Ownership of ITIL-aligned incident, service request, and escalation processes.
• Provide high level backstop to shift supervisors for proactive ticket queue management.
• Incident & Major Incident Management; coordinate cross-functional response during events.
• Oversee root cause analysis and corrective actions.
• Drive vendors in resolution of external service incidents.
• Lead NOC/Service Desk leadership layers; succession planning and workforce resilience.
• Deliver service performance reporting including monthly ticket analysis.
• Champion continuous improvement and automation; stakeholder engagement.

Conocimientos

7+ years experience in Service Desk/Nc

Educación

BS in IT/CS

Herramientas

SolarWinds

Splunk

ThousandEyes

Descripción del empleo

TNS is seeking a Senior Operations Manager to lead the 24/7 Level 1 Service Desk and NOC operations for global payment platforms across APAC. You will drive service delivery, incident response, and continuous improvement in a busy managed service environment.

Reporting to the Director for TNS Payment Markets, you will manage cross-functional teams, align with ITIL processes, and ensure exceptional performance, reliability, and customer satisfaction while coordinating with vendors and internal