Service Monitoring Engineer

About the role

The Service Monitoring Engineer will monitor business‑critical IT services in real time, ensuring availability, performance and reliability across core banking platforms, digital channels and supporting infrastructure.

Key responsibilities

• Monitor availability and performance of core banking, payment, mobile and internet channels, and integration services.
• Track service KPIs such as uptime, transaction success rates, response times and error rates.
• Act as first‑line responder for service alerts, perform triage, impact assessment and escalation to Tier 2/3 teams.
• Identify performance trends, capacity risks and support root‑cause analysis for recurring issues.
• Configure and maintain monitoring tools and dashboards (Grafana, Prometheus, AWS CloudWatch, AWS CloudTrail) and improve alerting automation.
• Produce regular service availability and performance reports for IT and business stakeholders.

Required profile

• Experience in proactive monitoring of IT services and incident response.
• Familiarity with ITIL‑aligned processes for Incident, Problem, Change and Service Level Management.

Required skills

• Grafana
• Prometheus
• AWS CloudWatch
• AWS CloudTrail