Monitoring Center Analyst – IT Operations

About the role

The Monitoring Center Analyst supports KCB Bank’s monitoring infrastructure, delivering system management and event monitoring capabilities. The role provides accurate performance insights, timely reporting and works closely with the Incident Manager to minimise business disruption. The position is full‑time and operates on a 24×7 shift roster.

Key responsibilities

• Continuously monitor alerts and anomalous activities to prevent or reduce IT service downtimes.
• Collaborate with technical teams to perform root‑cause analysis and implement preventive measures.
• Coordinate and resolve high‑impact IT incidents reported via email, social media or phone.
• Generate and share threat, event and statistical analysis reports from monitoring tools.
• Identify areas for improvement based on metrics and recommend performance enhancements.
• Install, troubleshoot and maintain the bank’s monitoring software and provide first‑level support for network and channel systems.

Required profile

• Bachelor’s degree in Information Technology, Computer Science or a related discipline.
• Professional certifications such as ITIL Foundation and Microsoft certifications (MCDST, MOUS, MCP, MCSE, MCITP, MCTS, A+, AA).
• Minimum of 2 years experience in monitoring, support or customer service, with at least 1 year in a similar role.

Required skills

• ITIL Foundation
• Microsoft Certified Desktop Support Technician (MCDST)
• Microsoft Office User Specialist (MOUS)
• Microsoft Certified Professional (MCP)
• Microsoft Certified Solutions Expert (MCSE)
• Microsoft Certified IT Professional (MCITP)
• Microsoft Certified Technology Specialist (MCTS)
• CompTIA A+
• CompTIA AA
• Monitoring software installation, troubleshooting and maintenance