Monitoring Center Analyst

About the role

The Monitoring Center Analyst supports KCB Bank's monitoring infrastructure, ensuring continuous system performance insight and rapid incident response. Working in a 24x7 shift rota, the analyst helps minimise service disruptions and maintains high availability of IT services.

Key responsibilities

• Monitor infrastructure and applications in real time, intervening to prevent or reduce service outages.
• Manage, coordinate and resolve high‑impact IT incidents reported via email, social media, or phone.
• Conduct root‑cause analysis with technical teams and implement corrective actions.
• Generate and share daily threat, event, and statistical reports from monitoring tools.
• Identify improvement areas based on performance metrics and recommend optimisations.
• 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.
• Minimum of 2 years total experience, including at least 1 year in monitoring, support or customer‑service roles.
• Professional certifications such as ITIL Foundation and Microsoft Certified Desktop Support Technician (or equivalent Microsoft certifications).

Required skills

• Proficiency with monitoring software and incident‑management tools.
• Strong knowledge of network troubleshooting and system performance reporting.
• Experience in root‑cause analysis and implementing corrective actions.
• Familiarity with Microsoft technologies (MCDST, Office, A+, etc.).