Senior Service Monitoring Analyst

As a Service Monitoring Analyst at our company located in Kochi (Infopark), your role is crucial in ensuring that our organization maintains industry-leading availability across all services, such as Transaction Processing and webservices. Your key responsibilities will include: - Continually monitoring all key services, including error rates, fluctuation in volumes, transaction accept/decline rates, client connectivity, and timeliness of reporting to clients - Keeping eyes on glass - Monitoring dashboards - Investigating alerts - Performing a combination of routine monitoring processes and ad hoc monitoring and reporting actions for changes or client-specific events - Escalating potential issues immediately according to defined processes - Improving the effectiveness and targeting of monitoring continuously - Providing insights to clients and colleagues based on monitoring data This role offers various exciting career progression paths within the organization, such as Customer Care, Technical Support, Testing, and Project delivery. Qualifications Required: - Proven track record of success in a monitoring role - Background in Financial Services, with an understanding of Cards being desirable - Understanding of transaction processing systems, electronic Point of Sale, and ATMs is advantageous - Keen attention to detail - Strong sense of urgency - Excellent oral and written communication skills in English - Ability to work effectively in a team and autonomously - Experience with office software applications like Word, Excel, email, and browsers - Genuine passion for technology Desirable Skills: - Experience with monitoring tools and dashboards - Familiarity with JIRA Service Management/Confluence - Experience working in a high-octane environment where client service is time-critical and directly impacts the bottom line Mandatory Skills: - Monitoring expertise, including the ability to analyze data and identify trends or anomalies - Background in financial services industry, particularly in card services - Keen attention to detail for accurate monitoring and issue detection - Strong sense of urgency to respond promptly to alerts - Excellent communication skills in English - Ability to work both independently and collaboratively within a team - Proficiency in office software applications - Passion for technology These skills provide a solid foundation for you to effectively monitor and ensure the availability and performance of services in this Full-time role with remote work option.,