ICT Service Senior Associate, Observability & Monitoring

Education and Professional Qualifications:

• Bachelor’s degree in information technology, Computer Science, Engineering, or related field.
  
• ITIL v4 Foundation certification is preferred.
  
• Relevant technical certifications in monitoring or infrastructure are an advantage.
  

Work Experience:

• 2–5 years’ experience in IT operations, NOC/iNOC operations, service assurance, or monitoring roles.
  
• Experience in a structured or regulated environment (e.g., banking, financial services, telecommunications) is an advantage.
  
• Prior experience coordinating or guiding operational teams is preferred.
  

Skills and Attributes:

• Strong analytical and troubleshooting capability.
  
• Ability to coordinate operational teams during high-pressure incidents.
  
• Structured and process-driven approach to service management.
  
• Good communication skills for technical and management audiences.
  
• High attention to detail and operational discipline.
  
• Proactive mindset with focus on service reliability and continuous improvement.
  

Observability & Monitoring Oversight:

• Provide day-to-day functional input on iNOC monitoring activities.
  
• Ensure alerts, dashboards, and monitoring tools provide accurate and real-time visibility of service health.
  
• Validate alert thresholds and escalation paths to minimize false positives and missed events.
  
• Ensure new systems, applications, and infrastructure components are onboarded into monitoring tools prior to go-live.
  

Event & Incident Coordination:

• Participate in event triage, prioritization, and escalation activities in line with Incident Management procedures.
  
• Work with iNOC analysts during high-priority or major incidents to ensure coordinated response and timely restoration.
  
• Ensure incidents generated from monitoring tools are properly logged, categorized, and updated in the ITSM system.
  
• Review monitoring data and incident timelines to support Root Cause Analysis (RCA) processes.
  
• Escalate systemic service risks or recurring issues to Management.
  

Monitoring Configuration & Service Instrumentation:

• Support configuration and optimization of monitoring tools across infrastructure and applications.
  
• Work with technology teams to ensure services are properly instrumented and observable.
  
• Validate that monitoring requirements are included as part of Change Enablement processes.
  

Automation & Operational Efficiency:

• Identify repetitive operational activities within monitoring processes and recommend automation opportunities.
  
• Support development and testing of automation scripts to improve alert handling and reporting efficiency.
  
• Maintain documentation of monitoring configurations and automation routines.
  

Reporting, Risk & Service Assurance:

• Prepare service health dashboards and monitoring performance reports.
  
• Analyze alert trends, incident patterns, and monitoring gaps to support Problem Management and continual improvement.
  
• Ensure monitoring records and documentation are audit-ready and aligned with regulatory expectations.
  
• Highlight emerging service risks and performance concerns to ICT Service Management.
  

Technical Competencies:

• Working knowledge of IT Service Management practices, particularly Monitoring, Event Management and Incident Management.
  
• Hands-on experience with enterprise monitoring or observability tools.
  
• Basic to intermediate understanding of infrastructure, network, and application monitoring concepts.
  
• Basic to intermediate scripting capability (e.g., PowerShell, Python, Bash) is an advantage.
  
• Ability to analyze monitoring data and generate structured operational reports.