Monitoring Specialist

4 days ago

Muscat, Muscat, Oman Infoline Full time

Job Title: Monitoring & Incidents Analyst

Type of contract: One year extendable

Main Role (Overall Accountability)

Our client is seeking a Command Centre Monitoring & Incidents Analyst to operate within the bank's 24/7 command center. The role involves end-to-end monitoring of all IT services using relevant tools, and working as part of a team responsible for the operation of the command center, including shift work as per the schedule.

Overall Responsibilities
  1. Perform 24x7 command center duties, ensuring monitoring tools are operational without interruption.
  2. Monitor critical systems, handle service requests, and manage escalations and reporting.
  3. Coordinate with onsite technical teams for system inspections, emergency repairs, and management to maintain high uptime.
  4. Escalate and report system abnormalities appropriately.
  5. Conduct handovers with detailed reports and summaries.
  6. Provide incident details for reports within SLA.
  7. Assist with historical data logs and incident management, including major incident assessment and resolution.
  8. Manage notifications, escalations, and recovery plans, and collaborate with application owners.
  9. Update management and stakeholders on incident status until resolution.
  10. Participate in post-incident analysis and track improvement actions.
  11. Generate incident trend reports and collaborate with internal teams throughout incident lifecycle.
  12. Coordinate with vendors and support teams, manage crisis calls, classify incidents by priority, and ensure swift resolution.
  13. Maintain detailed incident records, generate performance reports, and conduct post-incident reviews.
  14. Update crisis management plans based on lessons learned.
  15. Act as primary contact for major incidents, ensure proper logging, and communicate progress to line managers.
  16. Implement corrective and preventive actions and ensure compliance with standards.
  17. Contribute ideas for team effectiveness and support continuous improvement.
Specific Responsibilities
  1. System Maintenance: Analyze issues thoroughly and recommend solutions with application custodians.
  2. System Enhancements: Use bank methodologies for improvements and research emerging technologies.
  3. Projects: Support digital transformation and monitoring system projects.
Educational & Personnel Specifications
  • Bachelor's degree in IT or related field.
  • Minimum 3 years' experience in Incident or Problem Management in an IT operations environment.
  • Experience with performance monitoring and observability tools (Dynatrace, Riverbed NPM, SolarWinds, Grafana, etc.).
  • Knowledge of performance tools, IT fields, and programming languages.
  • SRE certification is a plus.
  • Understanding of current market trends and technologies.
  • Excellent presentation, communication, and interpersonal skills.
  • Experience in banking industry is advantageous.
  • Knowledge of database management and SQL, system design, SDLC, and documentation.
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