As a Technical Support Analyst Team Lead at Worldline Rail Operations, you will play a critical role in supporting multiple customers in the rail industry using our range of cutting‑edge products. Our technology is specifically designed to address the persistent challenges faced in the day‑to‑day running of railways, enabling smooth and efficient train services throughout the UK. As an organized, innovative, and process‑driven colleague, you will lead your team to provide top‑notch technical support to our customers. If you’re looking for an exciting opportunity to apply your technical expertise in a dynamic and challenging environment, then Worldline Rail Operations is the perfect fit for you.
Day‑to‑Day Responsibilities
* Providing 3rd Line Technical support and assistance to customers.
* Leading a small team (3-4 people) of 2nd and 3rd line support analysts.
* Working on the ticketing system ServiceNow.
* Supporting customers remotely, providing functional advice and helping to diagnose system faults.
* Preparing release notes for system releases.
* Responding to customer incidents, including investigating and reproducing reported problems, updating tickets with progress, and directly liaising with customers to gain a clearer understanding of problems.
* Liaising with colleagues in other teams where necessary.
* Providing functional and technical support to external and internal customers within Rail Operations.
* Conducting ad‑hoc site visits to customers when required.
* Producing accurate functional specifications for use by Technical Support team and offshore colleagues.
* Ad hoc training to customers' staff on products.
Qualifications & Skills
* You are confident when speaking with customers.
* You are able to provide leadership to a small team of support analysts.
* Able to establish a good rapport with a range of business and technical colleagues.
* Able to work independently or as part of a team, depending on the nature of the task in hand.
* Demonstrate a commitment to continuous improvement and self‑development.
* Demonstrate a commitment to supporting the principles of Great Place to Work – promoting Trust (in management), Pride (in work) & Respect (for colleagues).
* You are fully computer literate with MS Suite and have a basic understanding of development skills.
* Good problem solving/investigative skills.
* Good customer‑facing skills, including verbal & written communication skills.
* Able to create and run SQL.
* Demonstrate adherence to following processes/plans.
* Creation, review & update of documentation.
* Able to create accurate & complete functional specifications from problem records and discussions with customers.
Benefits
* 25 days holiday + bank holidays.
* Employee private medical cover, access to a virtual GP service.
* Access to discounts and cash backs on shopping.
* Purchase a range of flexible benefits through salary sacrifice.
* Income protection @ 67% of base salary for 5 years, subject to Ts & Cs.
* Life assurance – 1× salary if not in a pension scheme, 4× salary if joins the pension scheme.
* Pension – the company will match contributions up to 10%.
Worldline helps businesses of all shapes and sizes to accelerate their growth journey – quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.
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