Service Monitoring Engineer

Who We Are - 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 Position - 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. What You’ll Do 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. Requirements What You Bring Required Skills, Qualifications, and Experience - Bachelor’s degree in computer science, IT, Engineering, or related field. - 3 to 6 years’ experience in IT service operations, application monitoring, or NOC roles in a bank or financial services environment. - Strong understanding of core banking systems, digital banking platforms, and integration architectures. - Good experience with AWS cloud services. - Strong understanding of application architectures including web, API, microservices, IT infrastructure, and databases. - Experience with ITSM tools. - Familiarity with monitoring and observability tools including APM, log management, and synthetic monitoring. - Comfortable working in 24/7 shift environments. - Good awareness and understanding of the Financial Services Industry. Preferred Certifications - ITIL Foundation or Managing Professional. - Relevant AWS Cloud Operations certifications. - AWS monitoring and operations certifications. - APM or monitoring tool certifications including Splunk, Dynatrace, or AppDynamics. Competencies - Strong analytical and troubleshooting skills. - Excellent communication and documentation skills. - Business impact awareness. - Ability to work under pressure in real-time environments. - High attention to detail and accountability. Benefits What’s In It For You - Work on mission-critical digital banking services that directly impact customers across Nigeria. - Hands-on exposure to modern cloud, monitoring, and observability tools in a fast-growing fintech environment. - Collaborate with high-performing technology, engineering, and operations teams. - Opportunity to deepen expertise in service reliability, incident management, and operational excellence. - Be part of a customer-focused organisation that values integrity, collaboration, and excellence.