Service Monitoring Engineer

Service Monitoring Engineer

The Information Technology function is responsible for ensuring the availability, performance, and reliability of business-critical IT services. We support core banking systems, digital channels, and supporting infrastructure to minimize service disruptions and customer impact while meeting agreed service levels.

The Service Monitoring Engineer is responsible for the real-time and proactive monitoring of business-critical IT services to ensure availability, performance, and reliability. 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. Proactive monitoring of services across core banking systems, digital channels, and supporting infrastructure to prevent outages and minimize customer impact.

Service & Application Monitoring & Availability

• Monitor availability and performance of core banking platforms, payment systems, digital channels including mobile and internet, and integration services.
• Track service KPIs including uptime, transaction success rates, response times, and error rates.
• Monitor end-to-end service health across applications, middleware, APIs, databases, and infrastructure layers.
• Ensure critical business services meet availability and performance SLAs.
• Detect, analyze, and respond to service degradation or outages in real time.

Incident & Event Management

• Act as first-line responder for service-related alerts and incidents affecting customer and internal banking services.
• Perform initial triage, impact assessment, and escalation to Tier 2 and Tier 3 teams.
• Escalate incidents to Application Support, Network, Infrastructure, Security, and Vendors per defined SLAs.
• Maintain accurate incident records and shift handover notes.

Performance & Capacity Management

• Identify trends indicating performance degradation or capacity risks.
• Track service KPIs such as response time, transaction success rate, error rate, and throughput.
• Identify performance trends and early warning signs of capacity issues.
• Support root cause analysis and problem management for recurring service issues.
• Recommend improvements to monitoring thresholds and alerting rules.
• Maintain detailed incident logs and shift handover reports.

Monitoring Tools & Automation

• Configure and maintain monitoring tools and dashboards including Grafana, Prometheus, AWS CloudWatch, and AWS CloudTrail.
• Improve alerting, dashboards, and automation to reduce noise, increase signal quality, and improve detection.
• Support automation of monitoring, reporting, and incident workflows.

Reporting & Governance

• Produce daily, weekly, and monthly service availability and performance reports for IT and business stakeholders.
• Support ITIL-aligned processes including Incident, Problem, Change, and Service Level Management.
• Ensure compliance with internal controls and regulatory requirements and adherence to audit, risk, and compliance standards.

Collaboration

• Work closely with Application Support, Network, Infrastructure, Security, Engineering, and DevOps or SRE teams.
• Participate in post-incident reviews and continuous improvement initiatives.