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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 monitoring and supporting our global payments network, focusing on maintaining high network availability, providing timely resolutions, and ensuring quality assurance for customers.
Responsibilities
Working closely with your peers, you will address a diverse range of incidents to meet service availability SLAs. Working on a shift rota (12-hour day/night shifts), providing 24/7/365 operational support, your responsibilities include:
1. Monitoring and managing the Global TNS Payments network.
2. Monitoring the health of network connectivity and performance; logging all service incidents in the incident management system.
3. Monitoring and troubleshooting Linux servers hosting our payment application tools.
4. Monitoring and troubleshooting the IP network supporting our payments service, focusing on customer and partner connectivity.
5. Managing assigned tickets through resolution, including timely escalation, communication, and updates throughout the incident lifecycle.
6. Engaging and coordinating with third-party organizations during service incidents.
7. Conducting post-incident impact analysis and support.
8. Supporting change management activities.
9. Collaborating with internal technical support groups to manage ongoing service incidents.
Qualifications
* Experience with ticketing systems such as Remedy or Salesforce.
* Knowledge of network monitoring and event management tools like SolarWinds, Splunk, or Thousand Eyes.
* Proficiency with Linux operating systems and command-line interface.
* Experience with Cisco routers and switches, capable of fault diagnosis.
* Understanding of IP routing protocols such as BGP, EIGRP, OSPF, along with VPN and IPSEC protocols.
* Strong analytical skills for fault diagnosis.
* Tenacity and curiosity in investigating and resolving issues.
* Good organizational and time management skills.
* Ability to work under pressure.
* Effective communication skills with local and remote team members.
* Experience in a Technical Support or Network Operations environment.
Desirable Skills
* ITIL knowledge or foundation certification.
* Experience with TCPDump or Wireshark for packet capturing.
* Familiarity with Fortinet devices (FortiGates, FortiSwitches), SDWAN solutions, AWS, Azure, and Netreo monitoring tools.
If you are passionate about technology, eager for personal growth and opportunities, discover what TNS has to offer!
TNS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability, or any other legally protected characteristic.
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