Senior Managed Services Consultant

About ITRS

At ITRS, we make society's critical technology work. Our mission is to deliver automated and holistic IT observability solutions that safeguard critical applications and enable innovation. We are the only monitoring and observability platform designed for the most demanding and regulated industries — trusted by 90% of Tier 1 capital markets firms. 

We believe when our team thrives, so do our customers. With us, you'll find: 

• A culture that backs you - We're proud to be a Great Place to Work for multiple years in a row due to our inclusive, supportive environment.  

• Work that matters - Make a real difference with 1,000s of global customers in industries that keep the world running, including 9 out of 10 top investment banks. 

• Room to grow - Whether you're starting your career or bringing years of experience, we're committed to your development. Just ask our team members who've been excelling here for 10+ years. 

With headquarters in London and teams across the US, Europe, and Asia, ITRS combines the agility of a high-impact tech business with the stability of a private equity-backed global partner. 

Our clients choose Managed Services to ensure Geneos is kept up to date, operational and correctly configured. We also work with our clients to ensure their monitoring is taken to a higher advancement level, to allow them to get the most value out of the product.

Reporting to our Service Delivery Manager, our Managed Service team monitors all ITRS components in our client environment to ensure they are up and operational. We respond to client queries on how to use the product, requests to make changes and configuration requests where the client requires. Also, we perform project work which includes upgrading and enhancing the client's Geneos environment. We also work with our on-site team members who are based in Singapore and Mumbai working onsite our client premises.

• Monitor ITRS components in our client environment and resolve issues to ensure uptime and Client SLAs are met.
• Answer Client Queries providing clients with the information they need to use ITRS products and implementing changes to deliver the latest monitoring for the client.
• Restore Client Incidents by investigating and resolving issues with ITRS components in our client environment with assistance.
• Perform root cause analysis using problem analysis methodology to assess and diagnose underlying causes of recurring Incidents
• Hands-on implementation of technical solutions to permanently fix reccuring incidents.
• Monitor progress on the resolution of Known Errors and ensure best available workaround for Incidents are documented and communicated.
• Fulfil Client Configuration Requests by gathering requirements and helping our client configure Geneos implementing within client SLA.
• Document and share information by updating the knowledge base to provide accurate troubleshooting for the Managed Services team.
• Provide ideas and suggestions improve products, services, or processes.

Performance is measured through regular quarterly appraisals with your line manager to include a review of the following:

• Quality of client communication by providing concise information to the client.

• Quality of work to the client by meeting our defined standards including quality checks.
• Client satisfaction and feedback of your work.
• Positive contribution to the Managed Service workload by meeting the targets set by your line manager.
• Meet your ticket response and resolution time SLA.
• Meet Geneos uptime SLA by monitoring and resolving incidents.
• Expectation to perform according to our behaviour and values

• Minimum of 6 years' experience in a client-facing role, preferably within a financial institution, vendor environment, or IT Operations
• Strong experience working in project-driven and time-sensitive environments, with the ability to manage client expectations and resolve issues effectively
• Proven track record of initiative and driving continuous improvement
• Excellent written and verbal English communication skills, with the ability to explain complex concepts in a clear and user-friendly manner
• Experience or strong interest in Business Analysis and Project Management practices
• Solid experience with Unix/Linux and Windows operating systems (e.g., Linux, Solaris, Windows Server)
• Working knowledge of databases (e.g., Oracle) and SQL
• Proficiency in at least one scripting language (e.g., Bash, Shell, Perl, Python, PowerShell, XML)
• Experience with IT Service Management tools (e.g., ServiceNow, Remedy)
• Familiarity with deployment and automation tools (e.g., Chef, Ansible, Jenkins)
• Experience in setup, configuration, and maintenance of IT monitoring tools
• Willingness to work onsite in Mumbai and on a shifting schedule
  
  
  

• Health insurance with Care
• Provident Fund
• Group personal accident policy
• Generous leave entitlements
  

ITRS is an Equal Opportunity employer and Inclusion is part of our everyday life. We celebrate diversity and pride ourselves on providing an environment where all employees can be their authentic selves and have a voice, allowing everyone to contribute equally. We remain committed to advocating inclusion, diversity, and equality into our ITRS family as we grow and enrich our business.

We welcome applications from everyone in the community as we recognise that a diverse workforce is a stronger workforce.