Transaction Network Services
City, Sheffield
Job Title: EMEA Technical Delivery Supervisor Location : Sheffield Salary: Competitive Job type: Full Time, Permanent Overview: TNS's Technical Delivery team are highly skilled and committed Network Engineers tasked with designing and delivering the highest quality solutions for our customers across our global network. Our mission statement is to deliver "Right First Time & On Time". The non-standard team is responsible for delivery of both customer services and internal networks and defining processes for future standard delivery. The successful candidate will lead this team The Supervisor will be responsible for line management, leadership, guidance, vision, accountability, and oversight of a regional team that is part of the Global Technical Delivery team It is also expected they will be an individual contributor to the workload of the team The role is based in Sheffield (other TNS office locations considered). It has line management for a team of 5 Engineers in region There is an expectation that some out of standard working hours would be a normal part of the job to ensure that the delivery needs of the global organisation are well supported Responsibilities: Provide technical leadership and individual contribution to ensure demands of the team are met Manage resource capacity planning across the team and work to ensure that we optimise resource allocation so that supply meets global demand and we leverage a follow the sun model where possible Develop and implement performance metrics to drive efficiencies, reduce human error and operating expense across Operations Lead, mentor and coach experienced network Engineers. Set out and progress individual SMART goals and development plans across the team that are aligned to and supportive of the Vision for the team. Identify and constructively deal with any performance or training gaps across the team Collaborate with others in TNS as "One Team" to help deliver our collective goals and lead a global mentality Accountable for Technical design, implementation, testing, coordination, and transition into operational status Analyse solution design packages from Sales Engineering / Network Architecture and provide a work break down and effort estimate to deliver a customer solution Implement technical solutions globally adhering to TNS's Global Change management policy Be a network solution SME in TNS and as a result Provide 3rd line technical support to other technical groups in TNS Provide excellent technical documentation (procedures, work instructions etc) detailing the solution and provide handovers to the operations team Provide training to other teams and continually work to transition workload to the BAU implementation teams Proactively identify and lead initiatives that drive increased quality or efficiency in how we deliver our services About you: Qualifications: Engage directly with all stakeholders including customer and vendors in the delivery of our solutions Strong knowledge of data communications including TCP/IP, IPsec, xDSL protocols Excellent working knowledge and experience of networking protocols such as L3VPNs, HSRP, NAT, EIGRP, BGP, IS-IS and OSPF (minimum 3 years experience) Familiar with other communications protocols, specifically TPAD APACS, ISO8583, SSL, and SDLC/HDLC Solid understanding of, and working experience with Linux Solid understanding of, and working experience with, network/application level packet capture and trace analysis to solve problems Works under minimal supervision and effectively demonstrates the ability to use independent judgment regularly in performance of job responsibilities Exceptional communication and problem-solving skills and can act as a Project Manager for their work Extensive knowledge of and experience with the networking platforms in use across the TNS network - Most notably Cisco, Juniper, Virtual Access, Fortinet, Digi, Linux Experience delivering services across cloud providers such as AWS/Azure Education and Certifications: Qualified in relevant technical subject i.e. degree in Telecommunications or Electronic Engineering Cisco/Juniper/Fortinet Certifications - Minimum associate level, but Professional level is preferred ITIL certifications Optional Desired Skills: A point-of-sale (POS), ATM, banking or finance industry background is preferred Has worked with financial applications Presentation Skills, able to communicate at all levels, team player PCI-DSS Mobile carrier data connectivity solution implementation/support 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, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic. Please click on the APPLY button to be redirected to our website to complete your application for this role. Candidates with the experience or relevant job titles of; Network Delivery Manager, Technical Delivery Manager, Network Engineering Manager, Network Engineer, Telecommunications Team Lead, Telecommunications Manager, Senior Software Engineer, IT Operations Manager, Communication Engineer Lead, Service Delivery Manager, may also be considered for this role.
Job Title: EMEA Technical Delivery Supervisor Location : Sheffield Salary: Competitive Job type: Full Time, Permanent Overview: TNS's Technical Delivery team are highly skilled and committed Network Engineers tasked with designing and delivering the highest quality solutions for our customers across our global network. Our mission statement is to deliver "Right First Time & On Time". The non-standard team is responsible for delivery of both customer services and internal networks and defining processes for future standard delivery. The successful candidate will lead this team The Supervisor will be responsible for line management, leadership, guidance, vision, accountability, and oversight of a regional team that is part of the Global Technical Delivery team It is also expected they will be an individual contributor to the workload of the team The role is based in Sheffield (other TNS office locations considered). It has line management for a team of 5 Engineers in region There is an expectation that some out of standard working hours would be a normal part of the job to ensure that the delivery needs of the global organisation are well supported Responsibilities: Provide technical leadership and individual contribution to ensure demands of the team are met Manage resource capacity planning across the team and work to ensure that we optimise resource allocation so that supply meets global demand and we leverage a follow the sun model where possible Develop and implement performance metrics to drive efficiencies, reduce human error and operating expense across Operations Lead, mentor and coach experienced network Engineers. Set out and progress individual SMART goals and development plans across the team that are aligned to and supportive of the Vision for the team. Identify and constructively deal with any performance or training gaps across the team Collaborate with others in TNS as "One Team" to help deliver our collective goals and lead a global mentality Accountable for Technical design, implementation, testing, coordination, and transition into operational status Analyse solution design packages from Sales Engineering / Network Architecture and provide a work break down and effort estimate to deliver a customer solution Implement technical solutions globally adhering to TNS's Global Change management policy Be a network solution SME in TNS and as a result Provide 3rd line technical support to other technical groups in TNS Provide excellent technical documentation (procedures, work instructions etc) detailing the solution and provide handovers to the operations team Provide training to other teams and continually work to transition workload to the BAU implementation teams Proactively identify and lead initiatives that drive increased quality or efficiency in how we deliver our services About you: Qualifications: Engage directly with all stakeholders including customer and vendors in the delivery of our solutions Strong knowledge of data communications including TCP/IP, IPsec, xDSL protocols Excellent working knowledge and experience of networking protocols such as L3VPNs, HSRP, NAT, EIGRP, BGP, IS-IS and OSPF (minimum 3 years experience) Familiar with other communications protocols, specifically TPAD APACS, ISO8583, SSL, and SDLC/HDLC Solid understanding of, and working experience with Linux Solid understanding of, and working experience with, network/application level packet capture and trace analysis to solve problems Works under minimal supervision and effectively demonstrates the ability to use independent judgment regularly in performance of job responsibilities Exceptional communication and problem-solving skills and can act as a Project Manager for their work Extensive knowledge of and experience with the networking platforms in use across the TNS network - Most notably Cisco, Juniper, Virtual Access, Fortinet, Digi, Linux Experience delivering services across cloud providers such as AWS/Azure Education and Certifications: Qualified in relevant technical subject i.e. degree in Telecommunications or Electronic Engineering Cisco/Juniper/Fortinet Certifications - Minimum associate level, but Professional level is preferred ITIL certifications Optional Desired Skills: A point-of-sale (POS), ATM, banking or finance industry background is preferred Has worked with financial applications Presentation Skills, able to communicate at all levels, team player PCI-DSS Mobile carrier data connectivity solution implementation/support 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, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic. Please click on the APPLY button to be redirected to our website to complete your application for this role. Candidates with the experience or relevant job titles of; Network Delivery Manager, Technical Delivery Manager, Network Engineering Manager, Network Engineer, Telecommunications Team Lead, Telecommunications Manager, Senior Software Engineer, IT Operations Manager, Communication Engineer Lead, Service Delivery Manager, may also be considered for this role.
Transaction Network Services
City, Sheffield
Job Title: Regional Technical Service Manager Location: Sheffield Salary: Competitive Job type: Full Time, Permanent 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: TNS has an exciting opportunity an individual to join the TNS providing first class services in the Payments industry. The candidate will be part of a team providing Regional Technical Service Management in the Payments industry. The candidate will collaborate with both the Business and Operations Departments to ensure that Customer Satisfaction operates at optimal levels. They will ensure effective delivery of customer service/satisfaction by maintaining communications with customers and ensuring performance consistently within Service Levels. They will address customer concerns related to service delivery or support. They will assist with projects, troubleshoot issues, and work with partners and TNS global resources to achieve customer success. The RTSM will support internal customers as well and work closely with other Network Operations teams to ensure continual service improvement in the services we support. This position is ideal for individuals currently in a helpdesk or junior role who are looking to advance their careers into more specialised position focused on service excellence and continuous service improvements. Responsibilities: - Support all Global Divisions, with the mission of being the main customer advocate representing TNS Operations. - Work closely with Network Operations team to provide proactive and reactive assistance to a diverse range of issues in order to resolve any underlying service issues. - Ensure that Incident Management, Change Management and Problem Management procedures are followed consistently within customers SLA's and OLA's. - Oversee and attend weekly, monthly and quarterly customer service reviews to provide analysis of SLA performance, communicate change management activities and provide incident report briefings as required. - Support customers to bring their services into production with TNS global NOC/Support teams. - Actively seeks ideas to improve service to customers and implements change according to their feedback. - Write customer facing Incident Reports that details the events of the incident, root cause and future prevention actions. - Work closely with the Service Delivery teams to ensure that the customer is well informed of project progress and delivery milestones. - Identify and assist with implementation of new and improved operational procedures. - Be a stakeholder for ensuring Operational Readiness is completed for any new/changed implementations. - Create and manage both internal/external Service Improvement Plans and drive stakeholders to complete actions on time, escalating where necessary. - Mediate between customers and Operations, Service Delivery, Sales and Finance to resolve live production, delivery and other service issues. - Develops and maintains positive working relationships with internal and external customers - Demonstrates capacity to identify priorities for change. - Presents complex issues clearly, credibly and effectively. Personal Skills: - ITIL certified IT Professional; preferably with experience within a networking or telecom/data communication environment. - Previously worked in a Payments/Financial Markets or Telecoms related field. - Sound knowledge of Microsoft Office & Office 365 including Project, Excel, PowerPoint, Teams. - Excellent verbal and written communication skills. - Able to effectively manage multiple tasks with exceptional planning and organizational skills. - Ability to work on own initiative as well as being a Team player. - Customer champion and business focused. - Flexible approach to working hours. - Good analytical and problem-solving skills. - Experience working in a fast-paced stressful environment. - Good time management skills. - Strong and consistent attention to detail. Desired Skills/Knowledge: - Extensive industry experience may be accepted in lieu of tertiary qualifications. - Service Management associated qualifications. - Project Management Certifications such as Prince2, PMBOK. - Customer Support and/or Operations background. - System Experience of Salesforce, Remedy, Workday, SharePoint, MS Office applications, MS Teams. Qualifications: - Bachelor's Degree within Computer Science/IT/eCommerce or the equivalent experience. - Certifications such as ITIL or Six Sigma. A flexible approach to ensure cover is provided from within the department for holidays and sickness absence, or on occasion during Major Incidents to support customers. 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. Please click on the APPLY button to be considered for this role. Candidates with the experience or relevant job titles of: Customer Support Advisor, Service Level Manager, Project Coordinator, Network Analyst, IT Support Technician, Incident Coordinator, Customer Service, Customer Support Analyst, Operations Analyst, IT Service Desk Technician, IT Support Technician, 1st Line Support Engineer, IT Support Engineer may also be considered for this role.
Job Title: Regional Technical Service Manager Location: Sheffield Salary: Competitive Job type: Full Time, Permanent 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: TNS has an exciting opportunity an individual to join the TNS providing first class services in the Payments industry. The candidate will be part of a team providing Regional Technical Service Management in the Payments industry. The candidate will collaborate with both the Business and Operations Departments to ensure that Customer Satisfaction operates at optimal levels. They will ensure effective delivery of customer service/satisfaction by maintaining communications with customers and ensuring performance consistently within Service Levels. They will address customer concerns related to service delivery or support. They will assist with projects, troubleshoot issues, and work with partners and TNS global resources to achieve customer success. The RTSM will support internal customers as well and work closely with other Network Operations teams to ensure continual service improvement in the services we support. This position is ideal for individuals currently in a helpdesk or junior role who are looking to advance their careers into more specialised position focused on service excellence and continuous service improvements. Responsibilities: - Support all Global Divisions, with the mission of being the main customer advocate representing TNS Operations. - Work closely with Network Operations team to provide proactive and reactive assistance to a diverse range of issues in order to resolve any underlying service issues. - Ensure that Incident Management, Change Management and Problem Management procedures are followed consistently within customers SLA's and OLA's. - Oversee and attend weekly, monthly and quarterly customer service reviews to provide analysis of SLA performance, communicate change management activities and provide incident report briefings as required. - Support customers to bring their services into production with TNS global NOC/Support teams. - Actively seeks ideas to improve service to customers and implements change according to their feedback. - Write customer facing Incident Reports that details the events of the incident, root cause and future prevention actions. - Work closely with the Service Delivery teams to ensure that the customer is well informed of project progress and delivery milestones. - Identify and assist with implementation of new and improved operational procedures. - Be a stakeholder for ensuring Operational Readiness is completed for any new/changed implementations. - Create and manage both internal/external Service Improvement Plans and drive stakeholders to complete actions on time, escalating where necessary. - Mediate between customers and Operations, Service Delivery, Sales and Finance to resolve live production, delivery and other service issues. - Develops and maintains positive working relationships with internal and external customers - Demonstrates capacity to identify priorities for change. - Presents complex issues clearly, credibly and effectively. Personal Skills: - ITIL certified IT Professional; preferably with experience within a networking or telecom/data communication environment. - Previously worked in a Payments/Financial Markets or Telecoms related field. - Sound knowledge of Microsoft Office & Office 365 including Project, Excel, PowerPoint, Teams. - Excellent verbal and written communication skills. - Able to effectively manage multiple tasks with exceptional planning and organizational skills. - Ability to work on own initiative as well as being a Team player. - Customer champion and business focused. - Flexible approach to working hours. - Good analytical and problem-solving skills. - Experience working in a fast-paced stressful environment. - Good time management skills. - Strong and consistent attention to detail. Desired Skills/Knowledge: - Extensive industry experience may be accepted in lieu of tertiary qualifications. - Service Management associated qualifications. - Project Management Certifications such as Prince2, PMBOK. - Customer Support and/or Operations background. - System Experience of Salesforce, Remedy, Workday, SharePoint, MS Office applications, MS Teams. Qualifications: - Bachelor's Degree within Computer Science/IT/eCommerce or the equivalent experience. - Certifications such as ITIL or Six Sigma. A flexible approach to ensure cover is provided from within the department for holidays and sickness absence, or on occasion during Major Incidents to support customers. 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. Please click on the APPLY button to be considered for this role. Candidates with the experience or relevant job titles of: Customer Support Advisor, Service Level Manager, Project Coordinator, Network Analyst, IT Support Technician, Incident Coordinator, Customer Service, Customer Support Analyst, Operations Analyst, IT Service Desk Technician, IT Support Technician, 1st Line Support Engineer, IT Support Engineer may also be considered for this role.
