Manager: Senior Service Monitoring Analyst

MIDAS is a strategic joint venture between MTN Group Fintech and Alipay, established to accelerate the modernisation of MTN Fintech’s digital financial services platform and strengthen the delivery of scalable, secure and customer-centric fintech capabilities across MTN markets.

MIDAS plays a critical role in enabling the next phase of MTN Fintech’s platform transformation by supporting the deployment, stabilisation and ongoing operation of the new digital wallet ecosystem. The joint venture brings together MTN Fintech’s deep market reach across Africa and Alipay’s global technology, platform and digital payments expertise to deliver a more resilient, innovative and future-fit fintech operating model.

The business operates in a high-growth, high-complexity environment where platform stability, operational excellence, security, scalability and customer trust are critical. As MTN Fintech markets transition onto the MIDAS-enabled platform, strong post go-live operations, infrastructure management, service resilience and security governance will be essential to ensuring reliable 24/7 business-critical financial services.

At MIDAS, we are a purpose and value-led organisation committed to building technology and operational capabilities that support financial inclusion, digital innovation and superior customer experience. We believe that our people are central to delivering this ambition and are committed to creating an environment where employees are empowered, accountable and supported to deliver meaningful impact.

The Manager: Senior Service Monitoring Analyst - 24/7 Operations is responsible for performing advanced 24/7 service monitoring across MIDAS / FinTech platforms, ensuring early detection, accurate triage, timely escalation and clear operational visibility of service health.

The role monitors infrastructure, applications, transactions, interfaces, APIs, alerts, dashboards and business service indicators across shift-based operations. The incumbent analyses events and service trends to identify abnormalities, assess customer and business impact, execute monitoring runbooks, document incident timelines and trigger the correct escalation path.

The role supports stable, secure and resilient post go-live operations by coordinating with incident management, infrastructure, application support, service management, vendor and partner teams during operational events.

This is an individual contributor role requiring strong operational discipline, attention to detail, technical monitoring capability, written documentation, communication under pressure and the ability to work effectively in a 24/7 shift-based environment.

Strategy Development and Implementation

• Support execution of the MIDAS 24/7 service monitoring operating model in line with service monitoring standards and operational procedures.
• Apply agreed monitoring indicators, escalation protocols, runbooks, severity classifications and service reporting routines across assigned shifts.
• Provide feedback to improve monitoring coverage, dashboard usability, alert accuracy, escalation quality and runbook effectiveness.
• Support a proactive monitoring capability that improves early detection, incident prevention, service visibility and operational resilience.

Operational Delivery

24/7 Service Monitoring and Event Detection

• Perform continuous monitoring of MIDAS / FinTech platforms across infrastructure, applications, transactions, APIs, interfaces and business service indicators.
• Monitor dashboards, alerts, logs, events, service views and operational indicators to identify abnormalities, service degradation and potential customer impact.
• Track availability, latency, transaction success rates, interface health, service thresholds and other agreed monitoring indicators.
• Detect unusual patterns, recurring alerts, service instability, capacity concerns and potential production incidents.

Alert Analysis, Triage and Business Impact Assessment

• Analyse alerts, events and dashboard signals to determine severity, likely cause, affected service, business impact and required escalation path.
• Perform initial triage using approved monitoring tools, runbooks, knowledge articles and support procedures.
• Distinguish between false positives, known issues, recurring alerts and potential incidents requiring immediate escalation.
• Assess potential impact on customers, transactions, market operations, interfaces, partners and business services.

Incident Escalation and Coordination Support

• Trigger the correct escalation path for incidents, abnormal events and service degradation in line with defined severity levels.
• Coordinate with incident management, infrastructure, application, vendor and partner teams during initial incident response.
• Support incident managers by providing monitoring evidence, event timelines, dashboard observations and impact indicators.
• Track incident progress during assigned shifts and provide timely updates to relevant operational stakeholders.

Runbook Execution and Operational Documentation

• Execute approved monitoring runbooks, checklists and standard operating procedures during assigned shifts.
• Maintain accurate shift logs, incident notes, monitoring observations, ticket updates and operational records.
• Document incident timelines, key alert events, actions taken, escalation points and handover requirements.
• Ensure operational procedures are applied consistently across all shifts and monitoring activities.

Shift Handover and Service Reporting

• Support structured shift handover by documenting open incidents, recurring alerts, service trends, pending escalations and key operational risks.
• Prepare shift reports covering service health, incident activity, major alerts, abnormalities, escalations and actions taken.
• Provide input into daily, weekly and monthly service monitoring reports.
• Support post-incident reviews with incident timelines, alert history, monitoring evidence and operational observations.

Monitoring Quality and Continuous Improvement

• Identify false positives, blind spots, recurring alerts, noisy dashboards and gaps in monitoring coverage.
• Report monitoring improvement opportunities to the Senior Manager: Service Monitoring and relevant tool or platform owners.
• Support alert tuning, dashboard refinement, knowledge base updates and monitoring process improvements.
• Provide feedback on monitoring tool usability, service views, alert logic and operational workflows.
• Contribute to improved service visibility, early warning capability and monitoring efficiency.

Governance

Strategic Meetings

• Participate in service monitoring, operational review, incident review and service performance meetings where required.
• Provide input on monitoring coverage, recurring alerts, dashboard effectiveness, operational risks and improvement actions.
• Support preparation of monitoring inputs for service management and operational governance forums.

Escalations

• Escalate incidents, monitoring gaps, alert failures, service degradation or process deviations in line with defined escalation procedures.
• Escalate issues that may result in customer impact, transaction failure, SLA breach, business disruption, security exposure or delayed incident response.
• Track escalated issues during assigned shifts and ensure updates are captured accurately.

Functional Tactical

• Support implementation of monitoring improvements, dashboard changes, runbook updates and operational process enhancements.
• Identify risks, dependencies and recurring issues impacting monitoring effectiveness or incident detection.
• Prepare documentation required for monitoring improvements, incident reviews and operational handover.

Performance

• Execute monitoring activities in line with agreed service standards, shift procedures and operational KPIs.
• Support achievement of monitoring metrics including alert response time, escalation accuracy, documentation quality, handover completeness and incident detection effectiveness.
• Continuously improve personal performance through feedback, knowledge sharing and operational learning.

Reporting

• Prepare shift reports, incident notes, monitoring summaries and operational updates as required.
• Provide ad hoc reporting on service abnormalities, recurring alerts, monitoring gaps and incident timelines.
• Maintain accurate records to support incident reviews, service reporting and auditability.

Budgets

• Provide input into monitoring tool, dashboard, process and operational improvement requirements where applicable.
• Support efficient monitoring operations by using approved tools, procedures and service management platforms effectively.

The “Must-haves” we look for in an incumbent

Education:

• Minimum 3-year tertiary qualification or diploma in Information Technology, Computer Science, Information Systems, Engineering, Telecommunications, Cybersecurity or related field.
• ITIL Foundation certification advantageous.
• Certification or training in monitoring tools, service management, Linux, networking, cloud operations or technical support advantageous.

Experience

• Minimum 6-8 years experience in NOC, SOC, service monitoring, IT operations, production support, technical support or online service operations.
• Experience working in 24/7 shift-based operations.
• Experience monitoring high-availability platforms, digital services, financial services, telecom platforms, payment platforms or online transaction environments preferred.
• Experience analysing alerts, dashboards, logs, service indicators and incident trends.
• Experience with incident escalation, operational handover, technical documentation and service reporting.
• Basic exposure to Linux, networking, applications, APIs, databases, infrastructure, cloud or service availability concepts.

Closing date: 20 August 2026. Late applications will not be accepted.

Should you not hear from us within two weeks of the closing date, consider your application unsuccessful.

Ready to make and drive the change with us. Apply now!

<