Technical Monitoring Analyst
AI Summary
A Technical Monitoring Analyst monitors infrastructure, applications, and transactions; triages alerts and incidents; performs operational validations; and escalates issues to ensure timely resolution and high customer satisfaction.
About this role
Monitoring & Detection
- Continuously monitor infrastructure, applications, and transaction flows.
- Detect alerts and anomalies using monitoring and observability tools.
- Perform basic functional validations to verify service availability and proper system behavior.
Alert & Incident Management
- Receive and perform initial triage of alerts generated through Rootly or other monitoring platforms.
- Classify incidents according to defined severity levels (S0, S1, S2).
- Execute initial troubleshooting activities, including basic validations, log reviews, and metric analysis.
- Track incidents through resolution or appropriate escalation.
**Important:** This role is not expected to provide advanced technical resolution. The primary responsibility is accurate initial diagnosis and timely escalation.
Escalation & Coordination
- Escalate incidents according to established escalation procedures and communication matrices.
- Provide clear and actionable information during escalations, including:
- Incident context
- Initial business impact assessment
- Supporting evidence (logs, error messages, screenshots, metrics)
- Maintain active follow-up on escalated incidents until resolution.
Support & Communication
- Manage support requests and operational tickets through Zendesk, Jira, or similar platforms.
- Collaborate with internal teams including Support, Customer Success, Engineering, and Infrastructure.
- Create and maintain communication channels during incident response activities.
- Ensure clear, timely, and professional communication throughout operational events.
Operational Validation
- Execute functional tests on merchant environments, including checkout flows, integrations, and payment transactions.
- Validate system functionality before and after deployments.
- Support deployment activities by following predefined operational checklists and validation procedures.
Merchant Operations
- Perform basic operational configurations, including:
- Payment methods
- Merchant parameters and settings
- Environment validations across Production, Staging, and Sandbox
- Execute recurring operational tasks according to documented procedures.
Reporting & Documentation
- Generate operational reports as requested.
- Maintain accurate records of incidents, investigations, and operational activities within internal systems.
Knowledge Adoption
- Participate in training sessions related to new features, services, and operational processes.
- Review documentation, runbooks, and recorded training materials as required.
- Follow established operational procedures and best practices.
Requirements
Required Knowledge
- 1–3 years of experience in:
- Monitoring Operations
- Technical Support
- NOC (Network Operations Center) or Operational Support roles
- Basic understanding of:
- APIs and request/response concepts
- Log analysis and monitoring metrics
- Web application and system workflows
Technical Skills
- Ability to follow operational procedures and runbooks.
- Basic troubleshooting skills focused on issue identification and initial analysis.
- Familiarity with tools such as:
- Postman (basic usage)
- Basic SQL (simple queries preferred)
Preferred Tools Experience
- Monitoring & Observability:
- Grafana
- Rootly
- Opsgenie
- Similar monitoring platforms
- Incident Management:
- Rootly
- Jira
- Ticketing Systems:
- Zendesk
- Jira
- Similar support platforms
- Log Management:
- AWS CloudWatch
- Splunk
- Similar logging solutions
