Professional Services Consultant

About the role

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 will find: A culture that backs you - We are 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 are starting your career or bringing years of experience, we are committed to your development. Just ask our team members who have 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 The Professional Services Consultant reports to the Regional Professional Services Team Lead (APAC) and is responsible for the successful delivery of customer implementation projects. Working as part of both the APAC Professional Services team and the wider global Professional Services organisation, you will lead and contribute to the technical delivery of customer projects from requirements gathering through implementation, knowledge transfer, and project closure. You will work closely with customers, internal stakeholders, and cross-functional teams to ensure successful project outcomes while delivering an outstanding customer experience. When not engaged on customer projects, you will contribute to the continuous improvement of the Professional Services organisation by enhancing tools, processes, documentation, and service offerings. Key Responsibilities As a Professional Services Consultant, you will: Lead and/or contribute to customer-facing implementation projects, ensuring successful delivery against agreed scope, timelines, and quality objectives. Conduct business analysis workshops to gather, validate, and document customer requirements while guiding customers towards best-practice solutions. Design solution architectures and implementation approaches that align customer requirements with product capabilities. Perform hands-on installation, configuration, implementation, and validation of ITRS products within customer environments. Design, develop, configure, and support integrations, automation and custom functionality where required to meet project objectives. Manage project delivery activities, including planning, customer communication, risk identification, issue resolution, progress reporting, and stakeholder engagement. Produce and maintain project and technical documentation, including implementation artefacts throughout the project lifecycle. Deliver knowledge transfer sessions and classroom-based product training to enable customers to successfully operate and expand their use of ITRS solutions following project completion. Collaborate closely with Product Management, Engineering and Support teams to resolve technical challenges and provide customer feedback that contributes to ongoing product improvements. Contribute to ongoing enhancement of Professional Services methodologies, documentation, internal tooling , testing, and service offerings. Experience Minimum 3 years' experience in a customer-facing role, preferable within a technical consulting, professional services, or software implementation environment. Minimum 3 years' experience delivering projects within a deadline-driven, project-based environment. Proven experience managing customer expectations while delivering successful project outcomes. Experience in business analysis, requirements gathering and solution design. Technical Skills Minimum 12 months hands-on experience with ITRS Geneos. Knowledge of ITRS Opsview, Uptrends and/or Ekara would be advantageous. Strong technical background with at least 3 years' experience in an IT engineering, systems administration, or equivalent technical role. Experience working with UNIX/Linux operating systems together with a good working knowledge of Microsoft Windows. Proficiency in one or more scripting or automation languages such as Shell, Python, Perl, Lua, XML-RPC, or PowerShell. Experience with software development practices; knowledge of Golang would be advantageous. Good understanding of relational databases and SQL. Practical experience with Kubernetes is essential. Familiarity with container orchestration platforms would be beneficial. Professional Competencies Excellent analytical and problem-solving skills with the ability to troubleshoot complex technical issues. Strong written and verbal communication skills, with the ability to explain technical concepts

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