Monitoring Specialist

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Job Description

Service Delivery - Monitoring Agent

The primary responsibility of a Monitoring Agent is the monitoring of various systems on a rotational basis to provide 7 x 24 x systems monitoring to business.

The Monitoring Agent is the first responder to system incidents and an incident administrator by alerting and escalating incidents to relevant stakeholders while working with technical teams to provide incident updates via designated channels.

The Monitoring Agent will also be responsible for documenting incidents, front-line incident investigations, system health checks, pro-active system diagnostics, and continuous system trend analysis.

Responsibilities

1. Systems monitoring
   • Continuous monitoring of various systems' stability and uptime.
   • Afterhours monitoring requires standby shifts on a rotational basis.
   • Respond to incoming alerts and notifications by evaluating the nature of the alert to determine the appropriate action.
   • Assist deployment teams with focused monitoring and testing.
2. System incident administration
   • Track and escalate system issues for timely resolution based on business SLA.
   • Adhere to incident escalation procedures and guidelines to meet and exceed business standards.
   • Collaborate across multiple teams, for example by establishing bridges with technical teams, management, and customer services regarding incidents, while displaying professionalism in all interactions.
3. Incident communication and documentation
   • Provide relevant incident notification.
   • Publish timely online notifications to client base on public domains.
   • Continuously maintain incident reporting documentation.
4. Perform system health checks
   • Conduct system health checks.
5. Incident investigations
   • Deliver front-line incident investigation.
6. Incident analysis
   • Proactively analyze incidents, systems, services, and applications to predict, detect and quantify incidents.
   • Monitor acceptance ratios and report system glitches to relevant stakeholders.
7. Improvements
   • Deliver pro-active solutions to avoid reoccurrence of issues relating to monitoring dashboards and alerts.
   • Identify and suggest new/improved alerts and dashboards to assist with quick issue identification.
   • Provide insights on trends with suggestions on improvements.
   • Participate in automation or innovation efforts to improve monitoring efficiency.
   • Mentor and train new team members.
   • Maintain and enhance technical skills through ongoing self-development.

Qualifications

• High School or equivalent Diploma

Knowledge

• Proficiency in Microsoft Excel
• Basic SQL skills

Experience

• Experience in a technical/data/analytical role
• Experience with monitoring of systems
• Experience working in the payment industry
• Experience detecting, troubleshooting, and driving mitigation for degraded service or outages

Skills

• Ability to work afterhours, late-shifts, weekends, and public holidays
• Proven technical aptitude
• Attention to detail, vigilant and observant
• Critical thinker
• Ability to resolve issues independently
• Innovative and solution-driven
• Proactive problem solver
• Reporting and analytical skills
• Ability to analyze transactional logs
• Verbal/written and organizational skills
• Desire to learn
• Adapt well to change
• Ability to prioritize and handle multiple tasks under pressure
• Good time management
• Ability to collaborate and partner with people to overcome challenges
• Interpersonal skills and a desire to excel as part of a team

Seniority level

Entry level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting