Service Delivery Expert

6 days ago


Makati City, National Capital Region, Philippines Itrs Insights Full time

We are ITRS Insights, a leading Enterprise SaaS provider with industry-leading solutions for the financial services sector.

Our prestigious customer base includes 90% of the world's top investment banks, and we pride ourselves on a diverse, friendly, dynamic culture with a focus on internal promotion and developing our people.

About this Role

This position is part of our global Managed Services team, ensuring ITRS products remain operational, up-to-date, and optimized for our clients. As a Managed Services Consultant, you will report to the Head of APAC Managed Services and help clients achieve higher monitoring while working with team members from various locations.

Your Key Responsibilities
  • Resolve client Incidents by investigating and resolving issues with ITRS products in our client environment.
  • Respond to client configuration requests by gathering requirements and helping the client configure ITRS products within Service level agreement.
  • Resolve client queries, analyze and investigate complex requests, and perform root cause analysis investigations.
  • Implement client change requests to deliver setup changes to meet client requirements.
  • Manage projects to enhance the client's environment to help them get the best out of their ITRS products. You will also work on continuous improvement projects for enhancing Managed Services.
  • Document and share information by creating/updating the knowledge base to provide accurate troubleshooting for the Managed Services team.
  • Create a training environment for ITRS MS consultants.
  • Deliver ITRS Product training to external and internal stakeholders.
  • Provide ideas and suggestions to improve on the service and delivery of Managed Services for our clients and the effectiveness of services, software and solutions delivered by ITRS as a whole.

To be successful in this role, you will require:

  • A minimum of 6 years of experience in a client-facing role within a financial institution or vendor.
  • Experience with modern operating systems (Linux, Solaris, Windows server, 7, or 10, IBM iSeries).
  • Detailed knowledge of at least one scripting language, such as Bash, Python, or PowerShell.
  • Proficiency in setup, configuration, and maintenance of monitoring software.
  • Experience managing client expectations and resolving issues.
  • Proficiency in English, with the ability to explain complex technical solutions to clients.
  • Familiarity with business analysis processes and project management methodologies.
  • Experience with databases (e.g., Oracle, SQL) and IT Service Management tools (e.g., ServiceNow, Remedy).
  • Knowledge of deployment tools like Chef, Ansible, or Jenkins.
  • Working knowledge of financial applications such as Market Data or FIX protocols.


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