Operations Control Shift Supervisor

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 Shift Supervisor.

Directly supporting the Manager for TNS Payment Market services globally, you will have a solid background working in a busy Service Operations Environment. You will be responsible for supervising and providing leadership to your team supporting customers across TNS’ Accept, Connect and Orchestrate product portfolios. In simple terms, that means supporting our global capabilities for the acceptance of Payments (unattended, online or in-store) and connecting the device to securely process the transaction.

Key responsibilities of this role will include managing and coordinating your team of support technicians across a diverse range of service incidents and service requests to uphold service level agreements. This will include administrative activities for the shift, undertaking performance reviews, setting of objectives, and engaging with the team on their training and development.

You will ensure work allocation across all team members, timely follow up to incident tickets and service requests and escalation of incidents beyond the scope of the team to the relevant support team. Being a member of the 24x7 Operations leadership team, you will provide a first level point of contact to customers for escalation.

This role demands a level head, good organizational skills, good communication skills and technical understanding covering wide area networks, systems and the payments industry.

Responsibilities

• 24x7 shift rotation covering all weekends and public holidays.
• Support Service Operations bau / daily activities.
• Be part of and work closely with other members of the Operations Leadership team, including Operations and Incident Management Leads in the development and maintenance of policies and procedures to maximize team effectiveness.
• Level 1, 24 x 7 escalation point for customer escalations.
• Assign incoming work across available resources, assist team with priorities, assess Sev 1 and Sev 2 incident requirements for further technical or hierarchical escalation and / or invocation of Major Incident Management process.
• Support Major Incident Management activities, including incident investigation, troubleshooting and co-ordination of impact analysis.
• Maintain high levels of verbal and written communication across customers and stakeholders.
• Work with other internal teams to support and plan scheduled changes.
• Drive TNS vendors in resolution of service incidents forming part of TNS service, but which are outside of TNS direct control.
• Support operational improvement initiatives and quality improvement processes.
• Support training and development efforts and initiatives for the Global Service Operations team.
• Comply with TNS incident management policy and process to ensure the effective management of all service incidents.
• Deliver against customer facing SLA’s and internal OLA’s.
• Uphold the TNS Operations vision of ‘We provide peace of mind’ and be a champion of change and continual improvement.
• Ad hoc tasks as required.
  
  

Qualifications

Requirements:

• Able to demonstrate a proven track record in the effective delivery of Incident Management.
• Good understanding of Networking.
• Good understanding of system infrastructure, hardware and operating systems.
• Good understanding of Datacenter environments.
• Solid written and verbal communication skills.
• Good personal organization skills.
• Flexible approach to work and willing to work as part of a global team.
• Ability to work under pressure with a professional attitude.
• Experience working directly with customers.
• Self-motivated, with the ability to multitask in a fast-paced, stressful environment.
• Excellent communicator, able to communicate with clients, team members and internal stakeholders.
• Solid time management skills.
• Self-starter with a drive to develop own skills and knowledge.
• Life-long learner with desire to attend regular training sessions and develop.
• Team player with good attention to detail.
• Experience leading a Service Operations Support Desk / Network Operations Centre support desk.
  
  

Ideally you will also possess the following but not essential:

• Experience in the Payments industry.
• ITIL certified.
• Working knowledge of monitoring / event management systems, for example SolarWinds, Splunk, Thousand Eyes.
• Ability to translate complex technical issues into plain English descriptions.
  
  

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.