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 140 countries and more than 90 currencies. Thunes' Network connects directly to over 12 billion mobile wallets, stablecoin wallets and bank accounts worldwide, as well as 15 billion cards via more than 220 different payment methods, such as GCash, M-Pesa, Airtel, MTN, Orange, JazzCash, Easypaisa, AliPay, WeChat Pay and many more. Thunes' Direct Global Network differentiates itself through its worldwide reach, in-house SmartX Treasury System and Fortress Compliance Platform, ensuring Members of the Network receive unrivaled speed, control, visibility, protection, and cost efficiencies when making real-time payments, globally. Members of Thunes' Direct Global Network include gig economy giants like Uber and Deliveroo, super-apps like Grab and WeChat, MTOs, fintechs, PSPs and banks. Headquartered in Singapore, Thunes has offices in 14 locations, including Barcelona, Beijing, Dubai, Hong Kong, Johannesburg, London, Manila, Nairobi, New York, Paris, Riyadh, San Francisco and Shanghai. For more information, visit: https://www.thunes.com/




Context Of The Role



Thunes has seen incredible growth in the past few years, bringing on many customers around the globe. It is important that we continue bringing on board new customers but just as importantly we need to ensure that our current customers are happy and are being retained. This is where you, the Network Operations Center (NOC) Agent will come in.




Key Role Responsibilities

• Responsible for 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


• Ticket creation for real-time but non-urgent issues for supporting teams to resolve


• Real-time monitoring of system alerts, transactions, systems and reacting timely according to its severity to meet system performance, both internally and externally


• Perform 1st level troubleshooting of the alerts to identify the reality of issues, following standard operating procedures and escalate to external or internal partner


• Responsible for tracking the issues and ensuring the end-to-end resolution of incidents. Log all actions performed in the entire duration of the incident.


• Conduct communications to affected stakeholders


• Prepare Incident Reports for logging purposes


• Monitor platform maintenance and system downtime until it's recovery


• Attend calls with external parties for unresolved and recurring issue to ensure root cause is identified and fixes are in place


• Identify issues immediately using monitoring tools in order to reduce impact and customer inbound inquiries


• Analyse 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

• 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 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 a variety of levels across many disciplines