Monitoring Specialist

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 command center is responsible for end-to-end monitoring and observation of all IT services using relevant monitoring and observability tools implemented at the bank. The candidate will be part of the team managing the round-the-clock operations, monitoring the bank's IT assets, and working on shifts as per the roster prepared by supervisors.

Overall Responsibilities

1. Work on shift to perform 24x7 command center duties, ensuring all monitoring tools operate uninterrupted.
2. Monitor all critical systems, follow up on service requests from monitoring tools, and manage emergency escalations and reporting.
3. Coordinate with on-site technical teams for system inspections, emergency repairs, and management to maintain 100% IT service uptime.
4. Perform emergency escalations and report abnormalities.
5. Ensure proper handovers between shifts, including preparing daily shift reports and activity summaries.
6. Provide incident details to Command Centre Leadership for incident reports within SLA.
7. Assist in preparing historical data logs from monitoring tools as required.
8. Handle Incident and Problem Management, assess and validate major incidents.
9. Manage notifications, escalations, and coordinate recovery actions for major incidents with application owners.
10. Provide timely updates to management and stakeholders.
11. Participate in post-incident root cause analysis and follow up on improvement plans.
12. Track outstanding actions and improvement plans related to incidents.
13. Report monthly incident trends to management.
14. Collaborate with internal teams to ensure alignment across the incident lifecycle.
15. Contact support and vendor teams promptly during incidents, after event scrutiny.
16. Arrange triage during crises, monitor using existing and new tools, and follow predefined recovery processes.
17. Create and maintain a knowledge library for the command center team.
18. Manage and follow up on incidents, lead crisis calls, and manage war-room activities.
19. Classify incidents by priority and coordinate resolution with IT teams and vendors.
20. Escalate incidents requiring additional resources or senior management intervention.
21. Maintain detailed incident records, generate performance reports, and conduct post-incident reviews.
22. Update crisis management plans based on lessons learned.
23. Act as the primary contact for major incidents and crises, ensuring proper logging and progress updates.
24. Ensure compliance with risk management and audit standards.
25. Contribute ideas for support team improvements and seek input from team members.

Specific Responsibilities:

1. System Maintenance: Conduct impact analysis, recommend solutions, and ensure methodology adherence. Support decision-making and research emerging technologies.
2. Projects: Advise digital transformation and change management teams on monitoring and observability projects.

Educational & Personnel Specifications

• Bachelor's degree in IT or related discipline.
• Minimum 3 years' experience as an Incident or Problem Manager in IT applications.
• 3+ years' experience with performance monitoring and observability tools.
• Proven techno-functional knowledge in performance and observability tools and IT fields.
• SRE certification is an advantage.
• Understanding of market trends and current technology.
• Strong presentation skills and ability to communicate complex topics.
• Experience in banking is a plus.
• Programming knowledge in various languages.
• Knowledge of databases and SQL.
• System design expertise using structured and OOP methodologies, SDLC knowledge.
• Excellent communication and interpersonal skills, proficiency in English.

• Mid-Senior level

• Contract

• Information Technology

• Banking