Service Monitoring Engineer

Employment: Full-time Experience: Mid-Senior level Education: Bachelor's Degree 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.