Technical Monitoring Analyst

- 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.

- 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.

- 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.

- 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.

- 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.

- 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.

- Generate operational reports as requested.
- Maintain accurate records of incidents, investigations, and operational activities within internal systems.

- 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.

- 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

- 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)

- 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