Provides 24/7 monitoring, troubleshooting, incident management, and operational support for a global payments network. Responsibilities include diagnosing network connectivity and performance issues, supporting Linux servers, IP transport, Fortinet and Cisco infrastructure, managing tickets and escalations, coordinating with internal and external teams, conducting post-incident analysis, and supporting change management. The role requires shift-based NOC experience, network troubleshooting skills, cloud and routing knowledge, and strong communication under pressure.
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 the TNS Global NOC as a Network Analyst. 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 and should be familiar with maintaining high-availability networks, as well as providing timely resolutions and quality assurance for customers.Responsibilities
Working closely with your peers, you will support 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.
- Monitoring and troubleshooting Linux servers hosting our payment application tools.
- Monitoring and troubleshooting of the IP transport network.
- Logging all service incidents in the incident management system.
- Working all assigned tickets through to resolution, whilst providing timely escalation, communication, and updates throughout the lifecycle of the incident ticket.
- Working closely with internal technical support groups and third-party organisations in support of any given service incident.
- Post-incident impact analysis/support.
- Support of change management activities.
Qualifications
Required technical skills:
- Previous experience working in a network operations centre or technical support role.
- Experience with a ticketing system for fault tracking, for example ServiceNow or Salesforce.
- Experience with Linux operating systems and command-line interface.
- Experience with Fortinet – (FortiGates and FortiSwitch hardware, FortiManager and FortiAnalyzer management platforms).
- Understanding of SD-WAN solutions and cloud-based solutions (AWS, Azure).
- Experienced with Cisco routers and switches.
- Understanding IP routing protocols such as BGP, EIGRP, OSPF.
Required soft skills:
- Analytical approach to fault-finding with a proven ability to diagnose network problems.
- Tenacious and inquisitive in investigating and applying corrective action.
- Good personal organisational 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 knowledge:
- Payments industry knowledge.
- TLS/SSL protocol understanding (SSL certification, key exchange, CA).
- Understanding of cellular radio (3G/4G) and roaming operations.
- Internet-based operations – DNS, CDN, VPN and IPSEC protocols.
- Working knowledge of network monitoring/event management systems, for example SolarWinds, Splunk, ThousandEyes.
- ITIL knowledge/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.
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