Monitoring Center Analyst

Role Overview

This is a front-line operations role: you sit inside a 24x7 monitoring function, watching infrastructure, networks, channels and business applications in real time so that service-affecting events are caught and contained before customers or colleagues feel the impact. Working closely with the Incident Manager, you turn raw alert traffic into clear performance insight, structured escalation and reporting that decision-makers can act on. The position exists to shorten the gap between a signal appearing in a monitoring tool and a technical team taking corrective action.

Key Responsibilities

• Maintain continuous real-time oversight of servers, network links, channels and applications, applying first-level interventions that avert outages or reduce their duration.
• Triage and coordinate high-impact IT incidents reported through email, phone calls and social media, driving each one through to resolution and keeping affected parties informed.
• Work alongside technical teams on root cause analysis so underlying faults are fixed permanently rather than repeatedly patched.
• Compile and circulate daily and periodic reports covering threat activity, event trends and system performance statistics drawn from the monitoring platform.
• Read monitoring metrics critically to identify areas needing deeper investigation, correction or service improvement.
• Install, configure, troubleshoot and maintain the monitoring software and related tooling the organisation relies on.
• Provide first-level support across core banking systems, network infrastructure and customer-facing channels.
• Recommend and track performance improvements, feeding findings back into monitoring protocols and service quality reporting.

Requirements & Qualifications

• Bachelor's degree in Information Technology, Computer Science or a closely related discipline.
• ITIL Foundation certification is required.
• At least two years of overall professional experience, including a minimum of one year in monitoring, IT support or customer service.
• Availability to work rotating shifts within a 24x7 rota, including out-of-hours coverage.
• Practical familiarity with enterprise monitoring and event management tools, alert triage and escalation procedures.
• Confident communication skills — able to relay incident status and technical findings clearly to both technical teams and non-technical stakeholders.
• Analytical approach to interpreting event, threat and statistical data and converting it into actionable reports.
• Advantageous: MCDST, MOUS, MCP, MCSE, MCITP, MCTS or A+ certification.