Monitoring Team Lead

About Us:

Network International is the largest Financial Technology company in Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we are growing in direct to consumer card segment as well.

Our EVP's:

At Network International, we always stay ahead. . In the fast-paced world of financial services, we thrive on innovation, agility, and purposeful collaboration. We invest  first in our people, empowering you to make bold decisions, learn fast, and grow your expertise alongside industry leaders. Here, solving complex problems means more than using cutting-edge technology; it’s about creating meaningful value for our customers, together. We foster a culture where trust, accountability, and achievement go hand in hand—because success isn’t just a goal; it’s how we work, every day, as one team.

Job Description:

The Monitoring Lead is responsible for efficiently managing team resources and processes to deliver accurate 7 x 24 x 365 monitoring and actioning of system alerts. 

The role includes the responsibility to provide pro-active system diagnostics, continuous system trend analysis, and the reporting thereof. 

As well as leading a team of monitoring agents, responsible for daily system checks, 2nd level problem investigation and resolution, or escalation thereof to other departments.

Responsibilities:

 What you'll be doing:
•    Lead Monitoring agents, to drive that effective monitoring of systems, and critical alerts are maintained 
•    Maintain standby shift rostering. 
•    Assisting with Implementation of Incident Management Procedures, and Daily check procedures 
•    Filtering problem tickets logged with Service Delivery 
•    2nd level investigation of problems for identification 
•    Escalating identified problems to relevant team responsible 
•    Ensuring that all problems and incidents are tracked in Jira 
•    Provide divisional support to deployment teams with specialized monitoring and testing. 
•    Adhere to system incident reporting and escalation processes in accordance with SLA standards. 
•    Foster a culture that consistently and continuously analyses data, systems, services, and applications in a proactive manner to predict, detect, quantify, and report on recurring issues, errors, and anomalies. 
•    Develop understanding regarding the constant evaluation, assessment, and communication of new insights, trends, patterns, and acceptance ratios to maximize conversion.

Qualifications
    
What you'll need
Experience: 
•    3 Years experience
•    Incident tracking and problem resolution 
•    Ticketing and service desk system, such as Jira 
•    Communication with 3rd parties for escalations and resolutions 
•    Communicating to Business on status of incidents 
•    Experience in a technical / data / analytical role 
Knowledge:
•    Experience with monitoring of systems, detecting, troubleshooting, and driving mitigation for degraded service or outages 
•    Working in e-commerce / payment industry / banking / technical systems 
Skills:  
•    Lead by example with organizational skills and a strong work ethic 
•    Proven technical aptitude with ability to analyze transactional logs 
•    Innovative proactive solution-driven problem-solver 
•    Multi-tasker that can work under pressure with a sense of urgency, capable of addressing multiple issues with the same level of attention to detail, and prioritize well 
•    Strong reporting and analytical skills 
•    Adapt well to change and possess a desire to learn new things 
•    Interpersonal skills with ability to collaborate successfully with people  
•    Able to oversee afterhours shifts during the week, on weekends, and public holidays 
 

Network International is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds, nationalities, and experience levels. We are committed to creating an inclusive workplace where innovation, diversity, and performance thrive.