Problem Management Specialist (L2)

Quantios is a global leader in SaaS solutions for the Wealth, Trust, and Corporate Services (TCSP) industry. Focused on driving digital transformation, Quantios provides advanced technology that ensures seamless compliance and efficient administration. Our solutions empower businesses to streamline operations and focus on growth.

The TCSP industry is undergoing rapid consolidation and increasing regulatory scrutiny, making data integrity more critical than ever. Quantios leverages AI, automation, and advanced technology to manage data with precision, supporting growth, compliance, and operational efficiency for over 600 clients globally.

Join a team of 300+ professionals across 12 offices worldwide, and be part of a company driving transformation in over 80 international jurisdictions, where your innovative problem-solving and AI-enabled analytical capabilities will help shape the future of this fast-changing industry.

A Problem Management Specialist serves as a strategic problem-solver who identifies root causes of recurring incidents, prevents future disruptions, and drives continuous improvement through AI-powered analytics, innovative thinking, and proactive problem resolution.

The Problem Management Specialist (L2) is a critical role in this evolution. With Level 1 inquiries increasingly handled by AI deflection, the L2 specialist serves as the technical authority for complex, high-value investigations. This role combines deep-tier systems engineering with cutting-edge AI orchestration to eliminate systemic issues, reduce incident volumes, and ensure the long-term stability of our global SaaS platforms.

Job Responsibilities:
AI-Driven RCA & Deep Troubleshooting

• Lead complex investigations across Microsoft Business Central, IIS, APIs, and SQL environments.

  Use AI platforms (e.g., Windsurf, Cursor) to analyze IIS logs, HTTPERR logs, and telemetry for hidden issue patterns.

• Conduct structured blameless post-mortems (5 Whys, Fishbone, Fault Tree Analysis) to identify true root causes.

• Perform SQL forensics (SQL Profiler, Query Store) and review AL/.NET/API code to resolve recurring incidents.

Proactive Prevention & Automation

• Build predictive monitoring dashboards using historical incident data.

• Leverage Generative AI (GitHub Copilot, Claude) to develop PowerShell/Python automation scripts.

• Validate AI-generated fixes before production deployment.

• Implement permanent solutions to reduce repeat incidents and backlog.

Knowledge Engineering & Collaboration

• Own and enhance an AI-powered Known Error Database (KEDB).

• Transform technical findings into structured, searchable knowledge articles using NLP tools.

• Partner with L3/Product teams to eliminate issues at source-code level.

Innovation & Leadership

• Advocate AI adoption, mentor teams on AI tools and prompt engineering.

• Drive innovation initiatives and pilot emerging AIOps platforms.

Job Requirements:

• Degree in Financial Technology, Computer Science, IT, or related field (or equivalent experience).
• Strong experience in AI-driven root cause analysis and deep troubleshooting within SaaS environments.
• Expertise in IIS (ARR, thread pool optimization, timeout configuration) and advanced SQL (query optimization, execution plans, SQL Profiler).
• Ability to debug AL, .NET, or similar languages and troubleshoot APIs, databases, and cloud architectures.
• Hands-on experience with diagnostic tools (ProcMon, Fiddler/Wireshark, browser developer tools).
• Proficiency in AI development tools (Cursor, Windsurf, GitHub Copilot) and prompt engineering for log analysis.
• Experience in automation scripting (PowerShell/Python), predictive monitoring, and validating AI-generated solutions.
• Familiarity with Power BI or analytics platforms for trend visualization.
• Understanding of fintech products and basic ITIL concepts (preferred).
• Strong collaboration skills, proactive mindset, and willingness to work shift rotations if required.