Description
About Thunes Thunes is the Smart Superhighway to move money around the world. Thunes’ proprietary Direct Global Network allows Members to make payments in real-time in over 130 countries and more than 80 currencies.
Context Of The Role Thunes has seen incredible growth in the past few years, bringing on many customers around the globe. It is essential that we continue bringing on board new customers and ensure that our current customers are happy and retained.
Key Role Responsibilities
- Live monitoring of Thunes’ network health, performance, and customer experience through monitoring, issue management, and continuous problem-solving
- Perform diagnostics for outages and urgent issues, working with supporting teams to drive to a resolution
- Create tickets for real-time but non-urgent issues for supporting teams to resolve
- Real-time monitoring of system alerts, transactions, systems, and react timely according to its severity to meet system performance, both internally and externally
- Perform 1st level troubleshooting of alerts to identify the reality of issues, following standard operating procedures and escalate to external or internal partners
- Track issues and ensure end-to-end resolution of incidents. Log all actions performed during the incident
- Conduct communications to affected stakeholders
- Prepare Incident Reports for logging purposes
- Monitor platform maintenance and system downtime until recovery
- Attend calls with external parties for unresolved and recurring issues to ensure root cause identification and fixes are in place
- Identify issues immediately using monitoring tools to reduce impact and customer inbound inquiries
- Analyze NOC historical data to identify key improvement opportunities
- Work with the team to find ways to better handle issues and update SoPs to better meet operational goals
- Work on 24x7 shifting rotation
What we are looking for
- Graduate of Information Technology or equivalent
- Previous experience with Technical Support, NOC, or Systems Monitoring role is a plus
- Ability to read systems and API logs
- Excellent communication and interpersonal skills
- Strong analytical and troubleshooting skills. Able to immediately act on issues and work on incident handling procedures
- Good working attitude and comfortable working with a team
- Proficient in written and verbal English
- Ability to work flexible hours
- Adaptive, flexible, and able to work with people from different backgrounds and cultures
- Ability to effectively and appropriately interact with co-workers at various levels across many disciplines