Expires 3 weeks from now
Service Monitoring Officer
full-time
Lagos
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Job Summary
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 Details
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.
Requirements
QUALIFICATION
| S/N | Category | Details |
| 1 | Education | Bachelor's degree in Computer Science, Information Technology, Electrical Engineering, or related field. |
| 2 | 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. |
| 3 | 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. |
| 4 | Professional Certification | ITIL Foundation certification is required. Network+ or equivalent monitoring/infrastructure certifications are an added advantage. |
| 5 | 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. |
Benefits
At Wema Bank, we recognize and reward the contributions of our employees by offering a range of benefits designed to enhance their well-being and work-life balance. Here are some key perks you can enjoy as a Knight.
- Healthcare – We have a comprehensive medical coverage to ensure you, and your loved ones stay healthy.
- Elderly Care - At Wema Bank, our robust HMO plans include a provision for elderly care, allowing you to enroll one of your parents under your health coverage.
- Parental Leave (Paternity & Maternity) – Paid leave to support new parents, allowing them time to bond with their newborns.
- Year-End Bonus (13th Month) – As a Knight, there is an opportunity for you to enjoy an additional allowance as a reward for your dedication and hard work.
- Company Events – At Wema Bank, we engage in team-building activities, networking opportunities, and celebrations that foster a strong workplace culture.
- Competitive Pay – Attractive salary packages that reflect your skills, experience, and contributions.
- Leave Allowance – Financial support when you take your well-deserved time off.
- Profit Sharing – A share in the bank’s success, ensuring you, as an employee, benefit from the company’s growth.
About Company
Wema Bank
Wema Bank is the pioneer of Africa’s first fully digital bank, ALAT, and one of Nigeria’s most resilient banks. With decades of experience in the business of banking, the Bank has remained innovative in delivering value to its stakeholders. The publicly quoted Nigerian company has successfully built a legacy of trust and resilience that has won it the loyalty of its customers. The Bank is constantly introducing products and services tailored to the needs of its customers at every stage of their lives. It is a proud partner to more than one million individuals, families and businesses across Nigeria, helping them to achieve their personal and financial goals.