An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives.Come join the excellence!OverviewWe have an exciting opportunity for you to become an integral member of TNS' global 24/7 network operations team. You will be part of an operations team providing first line support, partner escalation and incident management across the TNS network. You will be responsible for the monitoring and support of our TNSLink payments network (providing a robust global network for the payments processing of thousands of customers) - and should be conversant in the role of upkeeping high availability networks, along with providing timely resolutions and quality assurance for customers. Working closely with your peers and teams in the UK, the US and Asia, you will provide a first point of contact for fault support and assistance - to meet the expectations of our customers and their defined SLAs on a 24x7x365 basis.ResponsibilitiesResponsibilities of the role include:Proactive monitoring and management of the TNS payments network.Responsibility for monitoring the health of customer network connectivity, performance, and logging of all service incidents in the incident management system.Working all assigned tickets through to resolution, whilst providing timely updates and escalations through the lifecycle of the incident ticket.Engagement and management of 3rd party organisations in support of any given service incident.Post incident impact analysis and support.Provision of clear, consistent, and regular communication with internal and external customers.Support change management activities across the TNS and partner networks.Working closely with internal technical support groups in the effective management of ongoing service incidents.QualificationsRequired skills:Verbal and written English skills essential.Experience / knowledge of IP networking and WAN network protocols.Analytical approach to fault-finding with proven ability to diagnose network problems.Tenacious and inquisitive in investigating and applying corrective action.Good personal organizational and developed time management skills.Ability to work under pressure.Professional working attitude – strong ability to communicate effectively with local and remote team members.Desirable skills:Experience in a Technical Support/Network Operations environment.Knowledge of routers, switches, hubs, and other technical components used in networks. Experience and or knowledge with DSL, Wireless and Ethernet circuit technologies.Understanding of GPRS, LTE and VPN technologies.Experienced with the following hardware, OS and networking protocols: Cisco, Digi, Virtual Access, Linux, IPSEC, VPN.Experience with Fortinet products (FortiGates and FortiSwitches), understanding of SD-WAN solutions and cloud-based solutions such as AWS and Azure.Working knowledge of ticketing systems such as Remedy, monitoring tools such as SolarWinds, Splunk and Netreo, and the Microsoft office suite of tools.A working knowledge of the ITIL framework, or ITIL foundation certification.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.
