Sr Service Monitoring Analyst (Remote)

Art Technology And Software; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Service Monitoring Analyst to ensure exceptional service availability across various platforms. This role involves continual monitoring of transaction processing services, analyzing alerts, and providing insights to clients. The ideal candidate will have a strong background in monitoring, particularly within financial services, and must possess excellent communication skills. This innovative firm offers a dynamic work-from-home environment, allowing you to leverage your passion for technology while ensuring top-notch service delivery. If you thrive in a fast-paced setting and are eager to make an impact, this opportunity is perfect for you.

Qualifications

• 5+ years of experience in a monitoring role with a focus on financial services.
• Strong communication skills and attention to detail are essential.

Responsibilities

• Monitor key services and respond to alerts with a focus on client connectivity.
• Provide insights and improve monitoring effectiveness continuously.

Skills

Monitoring role experience

Attention to detail

Communication skills

Ability to work autonomously

Passion for technology

Tools

JIRA Service Management

Confluence

Office software (Word, Excel)

Job description

Position: Service Monitoring Analyst

Experience: 5+ years

Notice period: 30 days to Immediate join

Mode of work: work-from-home (WFH)

Job Summary

Service Monitoring Analysts play a key role in ensuring the organization continues to exceed industry-leading availability across all services (e.g. Transaction Processing, 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 e.g. change or client event specific monitoring and reporting actions
• 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

Essential

• A track record of success in a monitoring role.
• Background in Financial Services, understanding of Cards is desirable.
• An understanding of transaction processing systems, electronic Point of Sale, and ATMs will be 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.
• Have a genuine passion for technology.

Desirable

• Experience with the following:
• Monitoring tools and dashboards.
• JIRA Service Management/Confluence.
• Experience of working in a high-octane environment where client service is time-critical and has a direct effect on the bottom line.

Shift Timing: Rotational Shift 7 AM - 3 PM, 3 PM - 11 PM, 11 PM - 7 AM