Thunes

Global payment infrastructure with cross-border API

Network Operations Center Agent - Optimization Analyst

IT OperationsConfirmed live in the last 24 hours

Full-timeManila, Metro Manila, PhilippinesNo salary listedIn-person

About the Job

Requirements

Be a graduate of Information Technology or equivalent.
Previous experience in Technical Support, a Network Operations Center, or Systems Monitoring is a plus.
Be able to read system and application programming interface logs.
Have strong analytical and troubleshooting skills and be able to act quickly on issues and follow incident-handling procedures.
Be proficient in written and verbal English.
Be able to work flexible hours and a 24x7 shift rotation.
Be able to work with people from different backgrounds and cultures and interact effectively with coworkers across levels and disciplines.

Responsibilities

Monitor network health, performance, and customer experience, and manage issues through continuous problem solving.
Diagnose outages and urgent issues, working with support teams to drive resolution.
Create tickets for real-time, non-urgent issues for support teams to resolve.
Monitor system alerts, transactions, and systems in real time, and respond according to severity to meet internal and external performance requirements.
Perform first-level alert troubleshooting, follow standard operating procedures, identify actual issues, and escalate them to external or internal partners.
Track issues through end-to-end incident resolution and log all actions taken during each incident.
Communicate with affected stakeholders.
Prepare incident reports for logging purposes.
Monitor platform maintenance and system downtime until recovery.
Attend calls with external parties about unresolved and recurring issues to identify root causes and ensure fixes are in place.
Use monitoring tools to identify issues promptly and reduce impact and customer inquiries.
Analyze historical Network Operations Center data to identify improvement opportunities.
Work with the team to improve issue handling and update standard operating procedures to better meet operational goals.

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

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 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

Sounds like you! Apply now!

About the Company

Thunes

Global payment infrastructure with cross-border API

Thunes provides global payment infrastructure for businesses by offering a single API to send and receive cross-border payments. It connects directly to banks and 92 mobile wallets worldwide, enabling real-time transfers with low fees and no intermediaries. The platform is modular, supports various payment types (including digital values like prepaid cards and vouchers) and services (such as Buy Now Pay Later and a risk scoring tool), and tailors payment flows to local markets. This direct network and API-first approach differentiates Thunes from competitors that rely on multiple partners or slower routes. The company aims to help businesses reach customers globally, grow sales, and improve payment experiences by making international payments faster, cheaper, and more accessible.

Company size: 501-1,000
Company stage: Series D
Total funding: $382M
Headquarters: Singapore, Singapore
Founded: 2016

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