Service Monitoring Engineer

<h2>Who We Are</h2><ul>
<li>The Information Technology function is responsible for ensuring the availability, performance, and reliability of business-critical IT services.</li>
<li>We support core banking systems, digital channels, and supporting infrastructure to minimize service disruptions and customer impact while meeting agreed service levels.</li>
</ul><h2>The Position</h2><ul>
<li>The Service Monitoring Engineer is responsible for the real-time and proactive monitoring of business-critical IT services to ensure availability, performance, and reliability.</li>
<li>The role focuses on end-to-end service health rather than just infrastructure, ensuring that applications, integrations, and user-facing services operate within agreed SLAs.</li>
<li>Proactive monitoring of services across core banking systems, digital channels, and supporting infrastructure to prevent outages and minimize customer impact.</li>
</ul><h2>What You’ll Do</h2><h2>Service &amp; Application Monitoring &amp; Availability</h2><ul>
<li>Monitor availability and performance of core banking platforms, payment systems, digital channels including mobile and internet, and integration services.</li>
<li>Track service KPIs including uptime, transaction success rates, response times, and error rates.</li>
<li>Monitor end-to-end service health across applications, middleware, APIs, databases, and infrastructure layers.</li>
<li>Ensure critical business services meet availability and performance SLAs.</li>
<li>Detect, analyze, and respond to service degradation or outages in real time.</li>
</ul><h2>Incident &amp; Event Management</h2><ul>
<li>Act as first-line responder for service-related alerts and incidents affecting customer and internal banking services.</li>
<li>Perform initial triage, impact assessment, and escalation to Tier 2 and Tier 3 teams.</li>
<li>Escalate incidents to Application Support, Network, Infrastructure, Security, and Vendors per defined SLAs.</li>
<li>Maintain accurate incident records and shift handover notes.</li>
</ul><h2>Performance &amp; Capacity Management</h2><ul>
<li>Identify trends indicating performance degradation or capacity risks.</li>
<li>Track service KPIs such as response time, transaction success rate, error rate, and throughput.</li>
<li>Identify performance trends and early warning signs of capacity issues.</li>
<li>Support root cause analysis and problem management for recurring service issues.</li>
<li>Recommend improvements to monitoring thresholds and alerting rules.</li>
<li>Maintain detailed incident logs and shift handover reports.</li>
</ul><h2>Monitoring Tools &amp; Automation</h2><ul>
<li>Configure and maintain monitoring tools and dashboards including Grafana, Prometheus, AWS CloudWatch, and AWS CloudTrail.</li>
<li>Improve alerting, dashboards, and automation to reduce noise, increase signal quality, and improve detection.</li>
<li>Support automation of monitoring, reporting, and incident workflows.</li>
</ul><h2>Reporting &amp; Governance</h2><ul>
<li>Produce daily, weekly, and monthly service availability and performance reports for IT and business stakeholders.</li>
<li>Support ITIL-aligned processes including Incident, Problem, Change, and Service Level Management.</li>
<li>Ensure compliance with internal controls and regulatory requirements and adherence to audit, risk, and compliance standards.</li>
</ul><h2>Collaboration</h2><ul>
<li>Work closely with Application Support, Network, Infrastructure, Security, Engineering, and DevOps or SRE teams.</li>
<li>Participate in post-incident reviews and continuous improvement initiatives.</li>
</ul><h2>Requirements</h2><h2>What You Bring</h2><h2>Required Skills, Qualifications, and Experience</h2><ul>
<li>Bachelor’s degree in computer science, IT, Engineering, or related field.</li>
<li>3 to 6 years’ experience in IT service operations, application monitoring, or NOC roles in a bank or financial services environment.</li>
<li>Strong understanding of core banking systems, digital banking platforms, and integration architectures.</li>
<li>Good experience with AWS cloud services.</li>
<li>Strong understanding of application architectures including web, API, microservices, IT infrastructure, and databases.</li>
<li>Experience with ITSM tools.</li>
<li>Familiarity with monitoring and observability tools including APM, log management, and synthetic monitoring.</li>
<li>Comfortable working in 24/7 shift environments.</li>
<li>Good awareness and understanding of the Financial Services Industry.</li>
</ul><h2>Preferred Certifications</h2><ul>
<li>ITIL Foundation or Managing Professional.</li>
<li>Relevant AWS Cloud Operations certifications.</li>
<li>AWS monitoring and operations certifications.</li>
<li>APM or monitoring tool certifications including Splunk, Dynatrace, or AppDynamics.</li>
</ul><h2>Competencies</h2><ul>
<li>Strong analytical and troubleshooting skills.</li>
<li>Excellent communication and documentation skills.</li>
<li>Business impact awareness.</li>
<li>Ability to work under pressure in real-time environments.</li>
<li>High attention to detail and accountability.</li>
</ul><h2>Benefits</h2><h2>What’s In It For You</h2><ul>
<li>Work on mission-critical digital banking services that directly impact customers across Nigeria.</li>
<li>Hands-on exposure to modern cloud, monitoring, and observability tools in a fast-growing fintech environment.</li>
<li>Collaborate with high-performing technology, engineering, and operations teams.</li>
<li>Opportunity to deepen expertise in service reliability, incident management, and operational excellence.</li>
<li>Be part of a customer-focused organisation that values integrity, collaboration, and excellence.</li>
</ul>