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
We have an exciting opportunity for you to become an integral member of TNS’ global network support function. You will be part of an operations support 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 global payments network - and should be geared to the role of upkeeping high availability networks, along with providing timely resolutions and quality assurance for customers.
Responsibilities
Working closely with your peers you will aid a diverse range of incidents or issues in order to meet service availability SLAs. Working on a shift rota (12-hour day / night shifts) providing 24 x 7 x 365 operational support, you will be responsible for:
Monitoring and management of the Global TNS Payments network.
Responsible for monitoring the health of network connectivity and performance and logging of all service incidents in the incident management system
Monitoring and troubleshooting of Linux servers hosting our payment application tools.
Monitoring and troubleshooting of the IP network our payments service resides on, with focus on customer and partner connectivity.
Working all assigned tickets through to resolution, whilst providing timely escalation, communication, and updates 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 / support
Support of change management activities
Working closely with internal technical support groups in the effective management of ongoing service incidents
Qualifications
Experience with a ticketing system for fault tracking, for example Remedy or Salesforce.
Working knowledge of network monitoring / event management systems, for example SolarWinds, Splunk, Thousand Eyes.
Experience with Linux operating systems and command line interface
Experienced with Cisco routers and switches – able to log on and perform fault diagnosis
Understanding of typical IP routing protocols, BGP, EIGRP, OSPF, along with VPN and IPSEC 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
Experience in a Technical Support/Net Ops environment
Desirable skills
ITIL knowledge / foundation certification
TCPDump / Wireshark packet capturing
Experience with the following: Fortinet – FortiGates and FortiSwitches, understanding of SDWAN solutions, AWS, Azure, Netreo monitoring tools
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.
