Analyst, Transaction Monitoring & Proactivity

What Your Day-to-Day Activities Will Be Like 

• Monitor display screen to detect error/problematic messages that signal malfunction all technology services
• Responsible for first level support and monitoring of IT services (Application, Channels, Middleware, and Infrastructure) and focus on providing service reliability, prompt escalation of exceptions and promote speed incident resolution
• Inform all Application and Service owners of issues that are about to or have affected availability and performance
• Integrate the necessary functionalities to monitor and ensure that the quality of the services offered by the organization is compliant with service specifications
• Troubleshoot and assist staff to perform any remediation steps necessary when problems are realized
• Deliver reports to relevant departments should service issues arise that contain information such as time of occurrence and cause of issue.
• Update documentation to record new equipment installed and changes made to IT assets or service configurations

Required competency and skillset to be a waver

• Minimum of a first degree or its equivalent in any numerical discipline (Computer Science, Engineering, Mathematics, Statistics etc.)
• Working knowledge of application design, implementation, and operations
• Working understanding of service management tools for event management, provisioning, and monitoring
• Good interpersonal and communication skills and the ability to work effectively with business stakeholders
• Customer-centricity
• Creative, results-oriented, and analytical with strong problem-solving capability
• At least ITIL foundation certification will be an added advantage