Technical Operations Specialist

London, England, United Kingdom

1/10/2025

About Us

Thredd is the trusted next-gen payments partner for innovators looking to modernise their payments offering. Certified by Mastercard, Visa and Diners & Discover, we process billions of debit, prepaid and credit transactions annually, supporting consumer and corporation FinTechs, digital banks and embedded finance providers across the globe. Our unique offering is our client-centric approach, combining hands-on support with modern, reliable and scalable technology.

Our assured solution accelerates the development and delivery of consumer and corporate payments components embedded within digital banks, as well as for expense management, B2B payments, crypto, lending, credit, Buy Now Pay Later, FX, remittance, and open banking innovators.

About The Technical Operations Specialist Role

We are seeking a Technical Operations Specialist to support our Customer Care and Implementation teams with technical escalations for some of the world’s leading cards and payment programmes.

What you will be doing as a Technical Operations Specialist

Customer & Client Centricity

• Providing our Customer Care and Implementation teams with client support for SME and technical escalations
• Engaging with customer technical teams, including CTO’s
• Ensuring customer advocacy in the scoping and definition of platform developments and evolution of services
  
  

Data & Reporting

• Providing analysis on card and transaction data
  
  

Industry Knowledge

• Providing expertise relating to Mastercard/Visa processing, platform functionality, API behaviour and customer support tools
• Understanding how scheme and regulatory changes impact Thredd customers
  
  

Innovation & Design

• Second level analysis, investigation and resolution of customer service requests and issues
• Crafting appropriate and timely solutions/actions to issues
• Partnering with Thredd’s teams, third parties and customers to permanently address the root cause of issues and prevent occurrences (process change, improvements to documentation or training, system development and workarounds)
  
  

Planning & Prioritisation

• Supporting senior stakeholders with internal projects (providing an understanding of operational requirements)
• Leading projects and initiatives which serve and impact Thredd’s customer base e.g. rollout of version upgrades and replacement products
  
  

Product Knowledge

• Have SME knowledge of payments and Thredd’s ecosystem
  
  

Quality & Controls

• Helping run and support CAB and release management processes, ensuring platform stability is top priority
• Supporting incident management, analysing root causes, using SME platform and client knowledge
• Ensuring improvements and refinements are documented clearly and fully embedded into Thredd ways of working
  
  

What you will bring to the Technical Operations Specialist position

• Proven track record of successful technical customer/customer support in cards and payments and a fluent understanding of how systems and connectivity works
• SME knowledge of issuer payments processing
• Understanding of wider payments ecosystem
• Experience of working in a high-octane environment where customer service s time critical and has a direct effect on the bottom line
• Working with senior tech leaders to ensure both internal and external client delivery
• Experience with JIRA Service Management, SQL, APIs (REST or SOAP), XML or JSON would be highly desirable
• ITIL experience would be highly desirable
• Proven experience working with incident management
• The ability to deal with both technical and non-technical colleagues at all levels of seniority