Managed Services Consultant supporting ITRS
Job Title:
Managed Services Consultant supporting ITRS
Job Description:
The Opportunity
We at Sannam S4 are reengineering what a consulting organization can be. We own our client’s challenges as if they were our own. We help them transform for the future by offering practical solutions that are crafted intelligently, passionately, relentlessly.
You are invited to a world of opportunities where you can contribute in your own special way to how we collaborate with each other in a culture of learning, coaching, diversity and inclusion. And be a part of team that is known for its unwavering commitment to make a difference in partnership with its clients, shareholders, communities and colleagues.
About Client- ITRS
ITRS Group’s technology establishes and maintains operational resilience for businesses operating in demanding environments where technology failure means business failure. By transforming the mass of raw data into meaningful information, ITRS helps enterprises run their IT estates intelligently, prevent outages and maximise efficiency. With over 20 years’ experience serving enterprise clients across industry markets, 800 clients worldwide rely on ITRS for their estate monitoring, capacity planning, IT analytics and load testing. We are a successful business full of opportunities.
Role Summary
Our clients choose Managed Services to ensure Geneos is kept up to date, operational and correctly configured. We also work with our clients to ensure their monitoring is taken to a higher maturity level, to enable them to get the most value out of the product.
Day to day the Managed Service team monitors all ITRS components in the 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. In addition, we perform project work which includes upgrading and enhancing the client’s Geneos environment. We also work closely with our on-site team members who are based in Singapore and Mumbai working on the client premises.
Managed Services operates in a fast-paced financial services environment. You will be involved in problem solving and analysing issues as well as speaking to global clients by phone/chat. Geneos will also give you the ability to learn a wide range of technologies used by our clients
Experience Range:
4 - 7 years
Educational Qualifications:
Any graduation ,or Any PG
Job Responsibilities:
Responsibilities
•Monitor ITRS components in the client environment and resolve issues to ensure uptime and Client SLAs are met.
•Answer Client Queries providing clients with the information they need to use ITRS products as well as 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 when required.
•Perform root cause analysis using proven 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 best available workaround for Incidents are documented and communicated.
•Fulfill Client Configuration Requests by gathering requirements and helping the client configure Geneos implementing within client SLA.
•Documenting and sharing information by updating the knowledge base to provide accurate troubleshooting for the Managed Services team.
•Continuously provide ideas and suggestions improve products, services, or processes.
Performance is measured through regular quarterly appraisals with your line manager that will include a review of the following:
•Quality of client communication by providing clear and concise information to the client.
•Quality of work to the client by meeting our defined standards that include 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.
•Meeting your ticket response and resolution time SLA.
•Meeting Geneos uptime SLA by pro-actively monitoring and resolving incidents.
•Expectation to perform according to our company’s behavior and values.
Skills Required:
Stakeholder Management , ITIL , Application Support Management , Unix , Major Incident Management , geneos , Global Client Management , Continuous Improvement , Managed Services , IT Operations
Candidate Attributes:
At the heart of our company are our innate, shared values that underpin everything we do. We would require the successful post-holder to live the values which will ensure our cultures remains a healthy one. To be successful we would be looking for the following experience, skills and behaviors:
•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.
•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.
A person in this role would benefit from the following:
•Experience using or administering a realtime monitoring tool, e.g. Geneos, BMC Patrol, AppDynamics, Nagios.
•Exposure to an ITIL Operations environment.
•Experience of Application Support in Financial Services.
•Ability to pro-actively deliver continuous improvement
Job Code: KL-9GHNK4X2
About Us
Sannam S4 is itself rapidly expanding into dynamic markets. Based on client demand, the Company is taking its unique support model into fast growing, dynamic and complicated markets. The Company’s aim is to be the leading market entry and expansion support partner to leading globally ambitious firms.
In the past five years alone we have assisted over 350 organizations explore enter and expand into India, China and Brazil and we are now rolling out our own support network in the further high growth markets like Australia, Canada, Colombia, Eastern Europe, France, Germany, Hong Kong, Indonesia, Italy, Malaysia, Mexico, Russia, UAE, Singapore, Thailand, U.K., U.S.A and Vietnam.
We are trusted by many of the world’s leading brands to support them in the most difficult business environments. We are passionate about what we do and committed to our own further international expansion. We employ over 200 staff, operate many offices, across multiple continents, and at virtually every working hour of the day are serving someone somewhere with their own international growth agenda.
The Sannam S4 Group consists of a number of integrated international market entry and expansion businesses. Sannam S4 also conceptualised and operates the US Business Centers, an initiative to support increased trade and investment between the US and India.
In the past five years alone we have assisted over 350 organizations explore enter and expand into India, China and Brazil and we are now rolling out our own support network in the further high growth markets like Australia, Canada, Colombia, Eastern Europe, France, Germany, Hong Kong, Indonesia, Italy, Malaysia, Mexico, Russia, UAE, Singapore, Thailand, U.K., U.S.A and Vietnam.
We are trusted by many of the world’s leading brands to support them in the most difficult business environments. We are passionate about what we do and committed to our own further international expansion. We employ over 200 staff, operate many offices, across multiple continents, and at virtually every working hour of the day are serving someone somewhere with their own international growth agenda.
The Sannam S4 Group consists of a number of integrated international market entry and expansion businesses. Sannam S4 also conceptualised and operates the US Business Centers, an initiative to support increased trade and investment between the US and India.
Why Us?
OUR SUCCESS IS BASED ON
1. Understanding
As an international to in-country firm, we deliver home-to-host country business support on both sides and act as a bridge between you and your target market. A fully integrated suite of services delivered by one firm, to ensure continuity and business success in the market. Our solutions are practical, implementation focused and results-driven. They are not theoretical. We seek to fully understand your needs and then deliver bespoke solutions to meet your objectives, business model and mode of entry. We are credible in all that we do, we look after your interests-our business depends on it. You can trust us to do the right thing.
2. Focus
Supporting cross border trade and investment is what we do 24×7, 365 days a year. We operate directly in some of the world’s most challenging regions, and have the experience and know how where and when you need it most. We free you up to focus on your core competencies by taking care of your back-office functions and we take the worry of local compliance away from you. Our end-to end support continues throughout your journey, giving you confidence that there is always someone in-country looking after your best interests. Our professional success is measured by your success so our objectives are aligned.
The scale of our operations and the quality of our resources mean you don’t have to invest in fixed local operations costs
OUR UNIQUENESS
1. Our approach
We are not a think-tank. We deliver practical solutions and implement them. Our processes are robust, well ‘tried and tested’, across all industry sectors and in our markets. Our approach delivers results which enable our clients to ‘hit the ground’ running.
2. Our people
Born and bred in the local market, supported by 30+ years of expatriate, local market entry, experience. Our teams are a deeply blended mix of ‘local’ and ‘foreign’ professionals, all with substantial ‘cross–border’ experience. We are client focussed and operate under a set of shared values of integrity and trust. These govern what we do and we do not compromise on these qualities.
2. Our expertise
We employ highly-skilled, ‘in-country’ professionals across all the functional disciplines needed to deliver market entry and business expansion services, across all industry sectors in challenging markets. We bring expertise from market research, compliance, tax, accounting, business development, marketing, HR, and recruitment to deliver practical solutions to your business.
1. Understanding
As an international to in-country firm, we deliver home-to-host country business support on both sides and act as a bridge between you and your target market. A fully integrated suite of services delivered by one firm, to ensure continuity and business success in the market. Our solutions are practical, implementation focused and results-driven. They are not theoretical. We seek to fully understand your needs and then deliver bespoke solutions to meet your objectives, business model and mode of entry. We are credible in all that we do, we look after your interests-our business depends on it. You can trust us to do the right thing.
2. Focus
Supporting cross border trade and investment is what we do 24×7, 365 days a year. We operate directly in some of the world’s most challenging regions, and have the experience and know how where and when you need it most. We free you up to focus on your core competencies by taking care of your back-office functions and we take the worry of local compliance away from you. Our end-to end support continues throughout your journey, giving you confidence that there is always someone in-country looking after your best interests. Our professional success is measured by your success so our objectives are aligned.
The scale of our operations and the quality of our resources mean you don’t have to invest in fixed local operations costs
OUR UNIQUENESS
1. Our approach
We are not a think-tank. We deliver practical solutions and implement them. Our processes are robust, well ‘tried and tested’, across all industry sectors and in our markets. Our approach delivers results which enable our clients to ‘hit the ground’ running.
2. Our people
Born and bred in the local market, supported by 30+ years of expatriate, local market entry, experience. Our teams are a deeply blended mix of ‘local’ and ‘foreign’ professionals, all with substantial ‘cross–border’ experience. We are client focussed and operate under a set of shared values of integrity and trust. These govern what we do and we do not compromise on these qualities.
2. Our expertise
We employ highly-skilled, ‘in-country’ professionals across all the functional disciplines needed to deliver market entry and business expansion services, across all industry sectors in challenging markets. We bring expertise from market research, compliance, tax, accounting, business development, marketing, HR, and recruitment to deliver practical solutions to your business.
