Service Monitoring Officer at Wema Bank Plc

The Service Monitoring Officer is responsible for real-time monitoring of Wema Bank's IT infrastructure, applications, and services to ensure optimal performance and availability. The role proactively identifies and escalates issues that could impact service delivery, enabling swift response to minimize business disruption.

JOB RESPONSIBILITIES

• Perform continuous real-time monitoring of IT systems, networks, applications, databases, and services using monitoring tools.
• Identify, log, and escalate incidents, alerts, and anomalies in line with the bank's incident management procedures.
• Maintain and update monitoring dashboards, ensuring visibility into the health and performance of critical IT services.
• Coordinate with Level 2/Level 3 support teams and vendors for prompt resolution of escalated incidents.
• Track and report on system availability metrics, SLA compliance, and performance trends.
• Manage and configure monitoring tools (e.g., Nagios, Zabbix, PRTG, Dynatrace, SolarWinds) to ensure comprehensive coverage.
• Participate in the review and refinement of alert thresholds and monitoring configurations to reduce noise and false positives.
• Document all incidents, escalations, and resolutions accurately in the ITSM tool.
• Provide shift handover reports and escalation summaries to ensure continuity of monitoring operations.
• Support post-incident reviews and root cause analysis by providing monitoring data and event timelines.
• Ensure compliance with IT operational procedures, change management, and security policies during monitoring activities.
• Continuously improve monitoring coverage by identifying gaps in visibility across IT services and infrastructure.

QUALIFICATION

• Education    Bachelor's degree in Computer Science, Information Technology, Electrical Engineering, or related field.
• Specialized Knowledge    Proficiency in IT monitoring tools such as Nagios, Zabbix, PRTG, SolarWinds, or Dynatrace. Knowledge of networking protocols, application performance monitoring (APM), and ITIL event management practices.
• Skills    Strong analytical and alert-triage skills. Ability to work in a shift-based, 24/7 monitoring environment. Good communication skills for incident escalation and reporting. Attention to detail and ability to manage multiple alerts simultaneously.
• Professional Certification    ITIL Foundation certification is required. Network+ or equivalent monitoring/infrastructure certifications are an added advantage.
• Experience    Minimum of 2–4 years of experience in IT service monitoring, NOC operations, or IT operations in an enterprise environment. Banking or financial services experience is an added advantage.