Service Monitoring Analyst

Service Monitoring Analysts play a key role in ensuring organization continues to exceed industry leading availability across all services (e.g. Transaction Processing webservices).

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.

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 highoctane environment where client service is time critical and has a direct effect on the bottom line

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 selfmotivated 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 workfromhome (WFH) arrangement in accordance with our company policy. However we also believe in the value of inperson collaboration and team building. Therefore we hold team gatherings at our office on a quarterly basis. As we continue to adapt to changing circumstances and business needs there may be a possibility of transitioning towards a daily workfromoffice (WFO) arrangement in the future. We want to ensure that the candidate understand this potential shift and are open to working from the office daily if required.