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. 

Scope of Role

Our clients select Managed Services to guarantee that ITRS Products are consistently updated, fully operational, and appropriately configured. We collaborate with our clients to elevate their monitoring capabilities, enabling them to derive maximum value from the product.

In this role, reporting to our Service Delivery Manager, you will oversee all ITRS components within the client environment to ensure their functionality. You will address client inquiries regarding product usage, respond to requests for modifications, and handle configuration requests as needed. Additionally, you will engage in project work aimed at upgrading and enhancing the client's monitoring environment.

Furthermore, you will collaborate with our regional team members based in New York, London, Singapore, and Manila, who serve clients of our global Managed Services.

As a
Managed Services Consultant
you will:

• Monitor ITRS components in client environments, ensuring availability and operation.
• Respond to client queries, configuration requests, and perform project work to enhance monitoring environments.
• Ensure the progression and swift resolution of tickets raised by the client while managing expectations following Service Level Agreements.
• You  will help  analyze issues and  speaking to  clients directly or by email/phone/chat
• Collaborate with regional teams in New York, London, Singapore, and Manila.
• Operate in a 24/7 shift rotation on weekdays.
• Resolve client incidents, analyze and investigate complex requests, and implement change requests.
• Manage projects to improve client environments.
• Document and share knowledge, maintain training environments, and deliver product training.
• Suggest improvements for service delivery and effectiveness.

Requirements

• Service-oriented focus with 6 years' experience in a client-facing role in financial institutions or vendors.
• Project management experience and the ability to manage client expectations and issues.
• Experience in continuous improvement.
• Excellent interpersonal, written, and verbal English communication skills.
• Exposure to Business Analysis processes.
• Experience with modern operating systems (Linux, Solaris, Windows), databases (Oracle, SQL), scripting languages (Bash, Perl, PowerShell, Python), IT Service Management tools (ServiceNow, Remedy), and deployment tools (Chef, Ansible, Jenkins).
• Knowledge of IT monitoring software and major financial applications (e.g., Market data, FIX).
• Experience using or administering monitoring tools like Geneos, BMC Patrol,

AppDynamics, Nagios, Elastic

Benefits

• HMO for you and your dependents
• Supplemental Medical Claim
• Employee Assistance Program
• Retirement Plan
• Flexible Hybrid Working
• Enhanced Parental Leave
• Life Assurance
• Subsidies and Allowances
• Referral Bonus
• Buy and Sell Holiday
• Training Reimbursement

ITRS Group 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.