Service Monitoring Analyst

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) 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. Job Type: Full-time Experience: 2+ yrs Work from Home 24*7 rotational support 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 high-octane environment where client service is time critical and has a direct effect on the bottom line Other Mandatory Skills - 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 self-motivated 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 work-from-home (WFH) arrangement in accordance with our company policy. However, we also believe in the value of in-person collaboration and team building. Therefore, we hold team gatherings at our office on a quarterly basis. Shift Timing – Rotational Shift 7 AM – 3 PM, 3 PM – 11 PM, 11 PM – 7 AM