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.

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.

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.