Monitoring Center Analyst

About the role

The Monitoring Center Analyst supports KCB Group's monitoring infrastructure, ensuring system performance and event monitoring capabilities are maintained. Working on a 24x7 shift roster, the analyst provides real‑time insights to minimise service disruptions.

Key responsibilities

• Continuously monitor alerts, anomalous activities and events, intervening to prevent or reduce IT service downtimes.
• Collaborate with technical teams to perform root‑cause analysis and implement corrective actions.
• Manage, coordinate and resolve high‑impact IT incidents reported via email, social media and phone.
• Generate daily threat, event and statistical reports from the monitoring tool and recommend improvements.
• Install, troubleshoot and maintain the bank's monitoring software and provide first‑level support for bank systems, networks and channels.

Required profile

• Bachelor’s degree in Information Technology, Computer Science or a related field.
• ITIL Foundation certification.
• Minimum 2 years total experience, including at least 1 year in monitoring, support or customer service.

Required skills

• ITIL Foundation Professional certification.
• Microsoft Certified Desktop Support Technician (MCDST) or equivalent Microsoft certifications (MOUS, MCP, MCSE, MCITP, MCTS, A+).
• Experience with monitoring tools and real‑time infrastructure monitoring.
• Ability to perform root‑cause analysis and produce performance reports.