NOC Support Engineer

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 are currently looking to recruit a NOC Support Engineer to join our growing global team. As part of the Global NOC support team, you will be responsible for providing technical support to TNS financial services product offerings. Working closely with the broader NOC team and closely with our technical support teams, you will be responsible for Incident Management, Problem Management, Change Management and some Release and Deployment to the production network. Being a part of the TNS FinTech division there will be opportunity to expand and further develop your knowledge and skills across a variety of TNS service and product offerings.

Responsibilities

Working on a shift rotation providing 24 x 7 operational support, you will be responsible for:

• Monitoring TNS’s various event management systems, monitoring the Service Operation's email inbox and responding to inbound telephone calls to TNS Network Operations.
• Raising incident tickets on the TNS Incident Management ticketing system
• Providing first level problem determination/triage for all incidents. Following runbooks.
• Engaging NOC engineers on incidents to see the incident through to successful resolution.
• Interfacing with clients, vendors, market participants, and financial exchanges.
• Working as part of a global team that provides 24x7 Service Desk coverage on a rotation basis
  
  

Responsibilities:

Essential responsibilities include:

• Manage and resolve assigned incident tickets
• Support customer incident management bridges and calls
• Support Major Incident Management and fault resolution
• Support Problem Management and root cause analysis
• Become a SME on supported products and services
• Production and update of service documentation
• Support PCI compliance
• Support Disaster Recovery activities
• Provide training, knowledge transfer and ongoing support to TNS global FinTech analysts
  
  

Qualifications

Required:

• 5+ years experience in a network operations environment supporting a low latency global IP network, within Financial Service
• 5+ years experience supporting global managed hosting / server environments
• Direct experience configuring and troubleshooting Cisco, Juniper, and Arista routers and switches
• Cisco IOS, JunOS and Arista experience and familiarity with TAC case management and escalation process
• Multicast market date and FIX order routing troubleshooting experience
• Routing protocol troubleshooting experience (BGP,IS-IS, OSPF, EIGRP, HSRP)
• Network Address Translation experience
• MPLS experience
• Direct experience troubleshooting and supporting financial markets and applications
• Solid written and verbal skills
• Direct customer service experience required
• Flexibility around working hours in support of business requirements (may include bank holiday working etc)
• Able to work 24x7 shift pattern
• TNS offers a competitive benefit package including medical coverage, life insurance, enhanced holidays, Pension contributions.
• Proficient with Microsoft Office (Excel, Word, PowerPoint, Project, Visio)
• CCNA
  
  

Desired:

• BS in Business Administration, Management, or technical field
• Experience with FIX Hub services
• IPSec encryption experience
• Basic knowledge of exchange market data and order routing protocols
• Experience supporting and troubleshooting multicast market data streams
• Basic understanding of Datacenter environments
  
  

Education / Certifications:

• CCNP certification
• JNCIA –Junos 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.