Monitoring Center Analyst

The Monitoring Analyst is responsible for supporting the monitoring infrastructure in delivering and maintaining system management and event monitoring capabilities. The role supports the Incident Manager by providing accurate system performance insights, timely reporting, and adherence to monitoring protocols to minimize business disruption. The position operates on a full-time basis within a 24x7 shift Rota.

KEY RESPONSIBILITIES

• Constantly monitoring anomalous activities, events, and alerts and making interventions to avert possible service downtimes or minimise downtimes of IT services.
• Working with technical teams to conduct root cause analysis to resolve the problem and prevent future incidents and issues.
• Managing, coordinating, and resolving IT related incidents from monitoring
• Share threat analysis, statistical analysis, event analysis and reports from the monitoring tool
• Identification of areas for further investigation, improvement and/or correction based on reported metrics.
• Performance reporting and improvement recommendations
• Installations, troubleshooting and maintenance of the Monitoring software used by the bank.
• 1st level support on the various bank systems, Network & Channels.
• Optimization and quality of service reporting

DAILY RESPONSIBILITIES

• Perform real time monitoring of infrastructure and applications that ensures proactive interventions to avert possible service outages/downtimes
• Managing and coordinating high Impact IT related incidents reported through the various channels including i.e Email, Social Media and Phone calls
• Share daily threats, events, statistical analysis and reports from the monitoring tool
• Identification of areas for further investigation, improvement and/or correction based on reported metrics.

ACADEMIC QUALIFICATIONS

• Bachelor’s Degree in Information Technology, Computer Science, or a related discipline (Required)
• ITIL Foundation Professional Certification (Required)
• Microsoft Certified Desktop Support Technician (MCDST) certification / Microsoft Office User Specialist (MOUS) / MCP / MCSE / MCITP / MCTS / A+ (Advantageous)

EXPERIENCE

• Minimum 2 Years Total Experience Required
• Minimum 1 Year in Monitoring, Support, or Customer Service