About Thunes

Thunes is a global, fast-growing, and innovative Fintech scale-up that uses technology to disrupt and transform the existing financial system.

We have a strong Mission: to create a better global payments network, and a great Purpose: to connect the world to economic opportunities and address systemic inequality when it comes to financial services.

We are proud to power payments for the world’s fastest-growing businesses and work with some of the amazing global brands - from Gig Economy giants such as Uber and Deliveroo and Southeast Asia's super-app Grab, to global Fintech leaders such as PayPal and Remitly.

Our Products help to drastically simplify the Payment integration experience for our customers: with a single, simple connection, businesses and consumers can send payments to – and get paid in – every corner of the world. Instantly.

Thunes is headquartered in Singapore with regional offices in London, Barcelona, Paris, Beijing, Shanghai, San Francisco, Miami, Dubai, Nairobi, Manila and Hong Kong.

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