Senior Operations Manager, Global Service Support Centre
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
The Customer Support area is responsible for assisting customers by providing information about products and/or services, answering questions, and resolving problems and issues.
Responsibilities
Directly supporting the Director for TNS Payment Markets Level 1 Support Services globally, you will have a solid background working in a busy Managed Service Operations Environment. You will be engaged in all aspects of what it takes to run a successful Global Managed Service Operations Centre, supporting customers across TNS’ Accept, Connect and Orchestrate product portfolios.In simple terms, that means supporting our global capabilities for the acceptance of Payments (unattended, online or in-store) and connecting the device to securely process the transaction.
The Senior Operations Manager is accountable for the end-to-end performance, stability, and continuous improvement of the 24/7 Level 1 Support Teams for TNS’ Accept, Connect and Orchestrate products. This role provides strategic, operational, and people leadership, ensuring incident response excellence, SLA adherence, customer satisfaction, and operational resilience for TNS’ payment services.This will include overall accountability for the day to day managed service operations, acting as an Incident Manager, leading post incident reviews and continual service improvement activities, working with TNS delivery teams on the transition of new or changed services into production and working with 3rd parties in the provision of TNS service.
Qualifications
Job Description: (including but not limited to)- 24/7 Accept/Orchestrate Service Desk & NOC Operations
- Overall accountability for 24/7 Level 1 Service Desk operations including the APAC Regional TNSLink Support Team
- Ensure consistent performance across TNSLink NOC and Accept/Orchestrate Service Desk.
- Ownership of ITIL-aligned incident, service request, and escalation processes.
- Provide ‘high level’ backstop to shift supervisors in ensuring pro-active ticket queue management
- Incident & Major Incident Management
- Senior escalation authority for critical incidents.
- Coordinate cross-functional response during service-impacting events.
- Oversee root cause analysis and corrective actions.
- Comply with TNS incident management policy and process to ensure the effective management of all service incidents
- Drive TNS vendors in resolution of service incidents forming part of TNS service, but which are outside of TNS direct control
- Leadership & People Management
- Lead and develop NOC/Service Desk leadership layers.
- Ensure skills coverage, succession planning, and workforce resilience.
- Drive a high-performance, accountability-focused culture.
- Service Performance & Governance
- Ownership of service KPIs including SLA performance and backlog health.
- Produce and present service performance reporting including overall monthly ticket reporting and specific key customer analysis
- Support customer service review meetings / quarterly business reviews
- Support Problem Management activities
- Process, Tooling & Continuous Improvement
- Drive optimisation of NOC/Service Desk workflows and automation.
- Champion operational readiness for new platforms and services.
- Stakeholder & Customer Engagement
- Act as senior operational contact for key customers.
- Support executive-level escalations and service reviews.
Requirements:
- 7+ years experience in Service Desk, NOC, or IT Operations leadership.
- Proven leadership of 24/7, shift-based operations.
- Strong Major Incident Management experience.
- Working knowledge of monitoring / event management systems, for example SolarWinds, Splunk, Thousand Eyes.
- Good understanding of Networking.
- Good understanding of system infrastructure, hardware, and operating systems.
- Good understanding of Datacenter environments.
- Solid written and verbal communication skills
- Good personal organization skills
- Flexible approach to work and willing to work as part of a global team
- Ability to work under pressure with a professional attitude
- Experience working directly with customers
- Self-motivated, with the ability to multitask in a fast-paced, stressful environment
- Excellent communicator, able to communicate with clients, team members and internal stakeholders.
- Solid time management skills
- Self-starter with a drive to develop own skills and knowledge
- Life-long learner with desire to attend regular training sessions and develop
- Team player with good attention to detail.
- Experience leading a Managed Service Operations Support Desk / Network Operations Centre support desk
Ideally you will also possess the following but not essential:
- Experience in the Payments industry
- ITIL certification or equivalent.
- Experience supporting high-availability transaction platforms
- CCNA Certification
- B.S. (or equivalent) in Information Technology, Computer Science, or other technical disciplines.
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.