Job Opportunities

Service Monitoring Analyst

Job Type: Full-time
Experience: 2-5 years

Service Monitoring Analysts play a key role in ensuring organization continues to
exceed industry leading availability across all services (e.g. Transaction Processing,
webservices).
Key responsibilities include, but are not limited to:
• Continual monitoring of all key services (error rates, fluctuation in volumes and
transaction accept/decline rates, client connectivity, timeliness of reporting to
clients)
o Eyes on glass
o Dashboard monitoring
o Investigation of alerts
• A combination of BAU monitoring processes and ad hoc e.g. change or client
event specific monitoring and reporting actions
• Immediate escalation of potential issues as per defined processes
• Continually improving the effectiveness and targeting of monitoring
• Providing insights to clients and colleagues from monitoring

The role offers multiple exciting career progression paths within organization:
Customer Care, Technical Support, Testing and Project delivery

Skills Ability and Experience

Essential
• A track record of success in a monitoring role.
• Background in Financial Services, understanding of Cards is desirable
• An understanding of transaction processing systems, electronic Point of Sale
and ATMs will be an added advantage
• Keen attention to detail
• A strong sense of urgency
• Excellent oral and written communication skills in English
• Ability to perform both within a team and autonomously
• Experience in office software applications such as Word, Excel, email and
browsers.
• Have a genuine passion for technology

Desirable
• Experience with the following:
o Monitoring tools and dashboards
o JIRA Service Management/Confluence
• Experience of working in a high-octane environment where client service is time
critical and has a direct effect on the bottom line

Other
Mandatory Skills -
Monitoring expertise: Demonstrated experience and proficiency
in monitoring systems, tools, and processes. This includes the ability to monitor key
metrics, analyze data, and identify trends or anomalies.

Financial services background: A background in the financial services
industry, particularly with an understanding of card services, is highly desirable.
Familiarity with transaction processing systems, electronic Point of Sale (POS),
and ATMs is an added advantage.

Attention to detail: Keen attention to detail is crucial for accurately monitoring
service performance, detecting issues, and analyzing data. The ability to spot
subtle anomalies and identify potential areas of improvement is essential.

Sense of urgency: A strong sense of urgency is necessary to respond promptly
to alerts, escalate potential issues, and ensure timely resolution of problems.
Reacting swiftly to maintain service availability is a key aspect of the role.
Communication skills: Excellent oral and written communication skills in
English are vital. The ability to effectively convey information, collaborate with
team members, and provide insights to clients is essential for success in the
role.

Teamwork and autonomy: The capacity to work both independently and
collaboratively within a team is important. Service Monitoring Analysts should
be self-motivated and capable of managing their responsibilities while also
collaborating effectively with colleagues.

Proficiency in office software: Experience with office software applications
such as Word, Excel, email clients, and web browsers is necessary. These tools
are used for data analysis, reporting, and communication purposes.
Passion for technology: Having a genuine passion for technology is an asset. It
demonstrates a curiosity and willingness to stay updated with the latest
monitoring tools, techniques, and industry trends.

These mandatory skills provide a strong foundation for a Service
Monitoring Analyst to effectively monitor and ensure the availability and
performance of services.

Work Location - At present, our organization follows a work-from-home (WFH)
arrangement in accordance with our company policy. However, we also believe in the
value of in-person collaboration and team building. Therefore, we hold team
gatherings at our office on a quarterly basis.

Shift Timing – Rotational Shift 7 AM – 3 PM, 3 PM – 11 PM, 11 PM – 7 AM