Senior Managed Services Consultant (On-site)

About ITRS

Recognised as a Great Place to Work, ITRS is an Enterprise SaaS provider with industry-leading solutions. Our prestigious customer base includes 90% of the world's top investment banks. We are backed by leading private equity investors and are rapidly growing.

Our headquarters are in Shoreditch - London's tech hub – with offices in other UK and global locations from the Netherlands to Manila, NYC and Florida. We pride ourselves on a diverse, friendly, dynamic culture - with a focus on internal promotion and developing our people.

Scope of Role

Our clients choose Managed Services to ensure Geneos is kept up to date, operational and correctly configured. You will 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, you will monitor 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 our client's Geneos environment.

This will be a full-time, onsite role located in Riyadh, Saudi Arabia.

As an Onsite Managed Services Consultant, you will:

1. Monitor ITRS components in our client environment and resolve issues to ensure uptime and Client SLAs are met.
2. 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.
3. Restore Client Incidents by investigating and resolving issues with ITRS components in our client environment with assistance.
4. Perform root cause analysis using problem analysis methodology to assess and diagnose underlying causes of recurring Incidents.
5. Hands-on implementation of technical solutions to permanently fix recurring incidents.
6. Monitor progress on the resolution of Known Errors and ensure best available workaround for Incidents are documented and communicated.
7. Fulfil Client Configuration Requests by gathering requirements and helping our client configure Geneos implementing within client SLA.
8. Document and share information by updating the knowledge base to provide accurate troubleshooting for the Managed Services team.
9. Provide ideas and suggestions to improve products, services, or processes.