Service Monitoring Analysts play a key role in ensuring organization continues toexceed 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)
- Eyes on glass
- Dashboard monitoring
- 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.
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
Mandatory Skills - Monitoring expertise: Demonstrated experience and proficiency
in monitoring systems, tools, and processes. This includes the ability to monitor keymetrics, analyze data, and identify trends or anomalies.Financial services background: A background in the financial servicesindustry, 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.JOB DESCRIPTION: SERVICE MONITORING ANALYSTJUNE 2023Attention to detail: Keen attention to detail is crucial for accurately monitoringservice performance, detecting issues, and analyzing data. The ability to spotsubtle anomalies and identify potential areas of improvement is essential.Sense of urgency: A strong sense of urgency is necessary to respond promptlyto 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 inEnglish are vital. The ability to effectively convey information, collaborate withteam members, and provide insights to clients is essential for success in therole.Teamwork and autonomy: The capacity to work both independently andcollaboratively within a team is important. Service Monitoring Analysts shouldbe self-motivated and capable of managing their responsibilities while alsocollaborating effectively with colleagues.Proficiency in office software: Experience with office software applicationssuch as Word, Excel, email clients, and web browsers is necessary. These toolsare used for data analysis, reporting, and communication purposes.Passion for technology: Having a genuine passion for technology is an asset. Itdemonstrates a curiosity and willingness to stay updated with the latestmonitoring tools, techniques, and industry trends.These mandatory skills provide a strong foundation for a ServiceMonitoring Analyst to effectively monitor and ensure the availability andperformance 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 thevalue of in-person collaboration and team building. Therefore, we hold teamgatherings at our office on a quarterly basis.Shift Timing – Rotational Shift 7 AM – 3 PM , 3 PM – 11 PM , 11 PM – 7 AMSkills: financial services,monitoring tools and dashboards o jira service management/confluence,dashboard monitoring
