Managed Services Consultant

Overview

Managed Services Consultant role supporting ITRS Geneos monitoring for clients, reporting to the Service Delivery Manager and working onsite at the client's office in Chennai.

What you'll do

• Monitor ITRS components in the client environment and resolve issues to ensure uptime and Client SLAs are met.
• Answer client queries, providing 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 the 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 recurring incidents.
• Monitor progress on the resolution of Known Errors and ensure the best available workaround for incidents is documented and communicated.
• Fulfil client configuration requests by gathering requirements and helping the client configure Geneos 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 to improve products, services, or processes.

What you'll need

• Minimum 3 years' experience working in a client-facing environment.
• Excellent written and oral English communication skills.
• Passionate about the client experience.
• Experience in Unix and Windows Operating Systems.
• Experience in one or more scripting languages such as Shell, Bash, Perl, XML.
• An understanding of databases, e.g. Oracle, and an understanding of SQL.
• Willingness to work onsite at the client's office in Chennai, with shifts scheduled according to business requirements.

Nice to have

• 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.

Details

• Location: Chennai, Tamil Nadu, India (onsite at the client's office).
• Shifts scheduled according to business requirements.