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 the client environment and resolve issues with assistance when required to ensure uptime and Client SLAs are met. 
• Resolve Client Queries with guidance from senior team members in providing clients with the information they need to use ITRS products as well as implementing changes to deliver the latest monitoring for the client. 
• Resolve Client Incidents by investigating and resolving issues with ITRS components in the client environment with guidance from senior team members when required. 
• Respond to Client Configuration Requests by gathering requirements and helping the client configure Geneos implementing within client SLA with the guidance from senior team members when required. 
• Proactively provide ideas and suggestions to improve and build on the service and delivery of Managed Services for our clients as well as the effectiveness of services, software and solutions delivered by ITRS as a whole.