Expert IT Services Professional

3 weeks ago

Mumbai, Maharashtra, India ITRS Group Full time

Are you passionate about delivering exceptional client experiences and driving business growth in the finance industry?

About ITRS Group

ITRS Group is a leading Enterprise SaaS provider, recognised as a Great Place to Work. Our prestigious customer base includes 90% of the world's top investment banks, and we're backed by leading private equity investors.

Job Description: Onsite Managed Services Consultant

We're seeking an experienced Onsite Managed Services Consultant to join our dynamic team. As an integral part of our service delivery team, you'll play a critical role in ensuring our clients' Geneos environments are up-to-date, operational, and correctly configured.

Your key responsibilities will include:

  • Monitoring ITRS components in our client environment and resolving issues to ensure uptime and Client SLAs are met.
  • Providing clients with the information they need to use ITRS products and implementing changes to deliver the latest monitoring for the client.
  • Restoring client incidents by investigating and resolving issues with ITRS components in our client environment with assistance.
  • Performing root cause analysis using problem analysis methodology to assess and diagnose underlying causes of recurring Incidents.
  • Implementing technical solutions to permanently fix recurring incidents.
  • Monitoring progress on the resolution of Known Errors and ensuring best available workarounds for Incidents are documented and communicated.
  • Fulfilling client configuration requests by gathering requirements and helping our client configure Geneos within client SLA.
  • Documenting and sharing information by updating the knowledge base to provide accurate troubleshooting for the Managed Services team.
  • Providing ideas and suggestions to improve products, services, or processes.

Performance is measured through regular quarterly appraisals with your line manager, focusing on:

  • 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.

To succeed in this role, you'll require:

  • Minimum 3 years' experience working in a client-facing environment preferably in a financial institution or vendor and preferably in an IT Operations role.
  • Excellent written and oral English communication skills.
  • Possession of passion for client experience.
  • Experience in Unix and Windows Operating Systems.
  • Experience in one or more scripting languages such as Shell, Bash, Perl, XML.
  • Understanding of Databases e.g. Oracle and an understanding of SQL.

A successful candidate will benefit from:

  • Experience using or administering a real-time monitoring tool, e.g. Geneos, BMC Patrol, AppDynamics, Nagios.
  • Exposure to an ITIL Operations environment.
  • Experience of Application Support in Financial Services.
Benefits
  • Health insurance with Care
  • Provident Fund
  • Group personal accident policy
  • Generous leave entitlements

At ITRS Group, we celebrate diversity and pride ourselves on providing an inclusive environment where all employees can be their authentic selves and have a voice. We remain committed to advocating inclusion, diversity, and equality into our ITRS family as we grow and enrich our business.

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