Service Monitoring Analyst (Remote)

Job Description

Position: Service Monitoring Analyst Experience: 5+years Notice period : 30 days to Immediate join Mode of work: work-from-home (WFH) Job Summary 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) 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 Desirable Experience with the following: Monitoring tools and dashboards 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 Shift Timing Rotational Shift 7 AM 3 PM , 3 PM 11 PM , 11 PM 7 AM