About the job
About ITRS
Recognized as a Great Place to Work, ITRS is a leading Enterprise SaaS provider known for its innovative solutions tailored for the financial sector. Serving an impressive clientele that includes 90% of the world’s premier investment banks, we continue to expand rapidly, backed by distinguished private equity investors.
Headquartered in Shoreditch, London’s tech hub, we have a global presence with offices extending from the Netherlands to Manila, New York City, and Florida. Our company culture is diverse, vibrant, and dynamic, with a strong emphasis on internal promotions and employee development.
Role Overview
As a Managed Services Consultant, you will play a crucial role in ensuring our clients’ Geneos systems are updated, operational, and optimally configured. You will collaborate with clients to elevate their monitoring capabilities, maximizing the value they derive from our products.
Under the guidance of our Service Delivery Manager, you will be part of a team dedicated to monitoring all ITRS components within the client environment, ensuring their continuous operation. Your responsibilities will include addressing client inquiries, fulfilling configuration requests, and executing project tasks aimed at upgrading and enhancing Geneos environments. Collaboration with on-site team members in Singapore and Mumbai will also be a key aspect of your role.
Key Responsibilities
- Monitor ITRS components in client environments, promptly resolving issues to ensure uptime and compliance with SLAs.
- Address Client Inquiries by providing essential information and implementing changes for optimal product use.
- Resolve Client Incidents through thorough investigation and resolution of issues with ITRS components.
- Conduct Root Cause Analysis to identify and diagnose recurring incidents effectively.
- Implement Technical Solutions to deliver permanent fixes for recurring issues.
- Track Known Errors and document the best available workarounds for incidents.
- Fulfill Client Configuration Requests by gathering requirements and assisting in Geneos configuration within client SLAs.
- Document and Share Knowledge by updating the knowledge base for effective troubleshooting.
- Propose Improvements for products, services, or processes.
Performance Evaluation: Your performance will be assessed through regular quarterly reviews with your line manager, focusing on key performance indicators.
