Senior Service Monitoring Analyst – 24/7 Operations Manager

About the role

The Senior Service Monitoring Analyst leads 24/7 monitoring of MIDAS’s FinTech platforms, ensuring early detection of issues, accurate triage and timely escalation. This individual contributes to the stability, security and resilience of the digital wallet ecosystem across MTN markets.

Key responsibilities

• Perform advanced, shift‑based monitoring of infrastructure, applications, transactions, APIs and business service indicators.
• Analyse events and trends to identify abnormalities, assess impact and execute runbooks.
• Document incident timelines and trigger appropriate escalation paths.
• Coordinate with incident management, infrastructure, application support, service management, vendors and partners during operational events.
• Support the implementation of the MIDAS 24/7 service monitoring operating model, applying monitoring indicators, escalation protocols and severity classifications.

Required profile

• Strong operational discipline with attention to detail.
• Excellent written documentation and communication skills under pressure.
• Ability to work effectively in a 24/7 shift‑based environment.
• Experience in post‑go‑live operations, incident management and service resilience.

Required skills

• Service monitoring and alerting concepts.
• Incident management processes and runbook execution.
• Understanding of APIs, dashboards and service health indicators.