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…