Service Monitoring Analyst

Service Monitoring Analyst

Job Summary

Service Monitoring Analysts play a crucial role in ensuring our organization maintains industry-leading availability across all services, including transaction processing and web services. 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 monitoring and reporting actions specific to changes or client events

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

This role offers multiple exciting career progression paths within the organization, including Customer Care, Technical Support, Testing, and Project Delivery.

Skills, Abilities, and Experience

Essential:

A track record of success in a monitoring role

Background in Financial Services, with an understanding of Cards being desirable

An understanding of transaction processing systems, electronic Point of Sale (POS), and ATMs is 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

A genuine passion for technology

Desirable:

Experience with the following:

Monitoring tools and dashboards

JIRA Service Management/Confluence

Experience 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, including 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. As we continue to adapt to changing circumstances and business needs, there may be a possibility of transitioning towards a daily work-from-office (WFO) arrangement in the future. We want to ensure that candidates understand this potential shift and are open to working from the office daily, if required.

Shift Timing

Rotational Shift:

7 AM – 3 PM

3 PM – 11 PM

11 PM – 7 AM

Email: josna.stephen@arttechgroup.com