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
Reporting to our Cloud Ops Lead, in this role, we are looking for a enthusiastic techie to join our Customer Success Team. You'll do a lot of fun technical learning with Linux, Windows, MySQL/MariaDB, AWS and Opsview Monitor and Opsview Cloud, ready to provide technical support to our customers
As a CloudOps Analyst, you will:
- Provide a quality help desk function back to the business by ensuring the internal/external client queries are responded to quickly; with accurate, communicated and concise information.
- Oversee the resolution of all team assigned queries by taking client incident and change request tickets within the agreed first response timescales; work with other team members to see the tickets completed within the agreed SLA's; Escalate within the team and through line management for high severity issues.
- Participate in system monitoring and issue resolution using all available team tools; identify gaps in monitoring and either directly resolve or escalate within the team.
- Work with clients and partners (both internal and external) getting to understand their environments, projects and own personal measures of success; work with them to install and deploy the software in such a way as to maximise the chances of success.
- Present material both face-to-face and over screen shares; listen to the views of others, and adapting your own thinking based on their observations.
- Work within the specified hours by being present and available during any given working day.
- Observe client and ITRS procedures by ensuring you have read and understood client and ITRS procedure documents; ask for clarification where the procedures are unclear.
- Compliance, accomplishing the role in a manner that is consistent with all applicable laws and regulations and the long-term prosperity of the business.
You will have:
- 2 years professional experience in:
- Application support.
- Unix / Linux System administration.
- Use and support a multi-platform environment.
- Practitioner level knowledge in at least 4 of the following skills or disciplines
- Hands-on experience with industry standard monitoring platforms.
- Scripting (Bash, Perl, Python, PHP or Powershell) experience for automating tasks.
- Working knowledge of one or more database types along with an understanding of SQL.
- Containerisation and Orchestration (Docker, Kubernetes, OpenShift)
- Cloud Infrastructure Services (AWS, Google Cloud, Microsoft Azure)
- Native or Fluent in written and spoken English to a level B2 to C2.
- Track record in relationship and network building, including helping, training and mentoring team members, other teams or clients, working within and contributing to working practises.
Our Benefits
- Health Insurance for you and your dependants
- Supplemental Medical Claim
- Employee Assistance Programme
- Retirement Plan
- Flexible Hybrid Working
- Enhanced Parental Leave
- Life Assurance
- Subsidies and Allowances
ITRS 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.
