Service Monitoring Analyst (Remote)

Position: Service Monitoring Analyst

Experience: 2+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