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.