Technical Support Operations Analyst

Technical Support Operations Analyst

Technical Support Operations Analyst

The Senior Technical Support Operations Analyst works within the Operations Team and reports to the Head of Operations. You will be responsible for providing help and answers to the customers' operational and technical issues through identification, research, trouble-shooting, support and guidance

  • Guide users to support them in becoming more productive in the utilisation of tools and services provided
  • Mentor and train Operation Support Analysts
  • Support in the development of programs to train the customer on how to properly use the products
  • Technical client on-boarding configuration and testing
  • Technical client support to assist with troubleshooting issues, integration, and assisting with identifying solutions
  • Trouble-shooting internal and external challenges on payments platform and connected third party systems and services
  • Ensure keep up-to-date on evolvements in Payments industry, including but not limited to acquiring/issuing banks, card schemes, APMs
  • Evaluation of the systems' problems to recommend enhancements
  • Perform operational BAU tasks. Ensure all agreed BAU tasks are fully documented. 
  • Work with technical and operational teams to identify processes which can be optimised, streamlined and automated where appropriate.
  • Deliver an excellent service to our customers and suppliers by working as a customer excellence advocate.


  • Identification of technical solutions to complex issues
  • Identification of opportunities for streamlining and automation to support the business and clients
  • Practical help desk or customer support experience
  • Highly customer and service orientated
  • Well-developed communication and analytical skills
  • Good problem-solving skills and focus on quality
  • Serenity in challenging situations
  • Excellent attention to detail and presentation skills
  • Excellent verbal and written communication skills
  • Flexibility and adapt ability to work across all teams
  • Accurate record keeper
  • Diligent and drive for excellence
  • Be able to work successfully as part of a growing team
  • Ability to work productively in both remote (at home) and office environment
  • Payment or financial services experience
  • Committed to placing the needs of the clients first and to deliver consistently high quality of service
  • Adhere to high standards of professional integrity
  • Ability to deal with multiple tasks concurrently
  • Possess high level of drive and determination, and deliver quality outputs to tight deadlines


Technical skills

  • Apache
  • Tomcat
  • Linux
  • Java
  • Helpdesk/Service Desk Solutions
  • Jira

Type: Permanent

Start Date:

Home-working Up to £55k

To apply for the position above, please complete and submit the form below and a member of our team will be in touch as soon as possible.

Application Form