Performance Monitoring Analyst

Responsibilities

Job Responsibilities:

Monitoring and Control:

• Continuously monitor system performance metrics using established tools.
• Identify and manage system alerts, ensuring they are addressed or escalated as needed.
• Refine and optimize metrics for more effective monitoring.
• Ensure all necessary tools and access are in place for efficient monitoring.
• Follow up on alerts and incidents to confirm they are being resolved in a timely manner.

Alert Management and Communication:

• Manage the Alerting and Reporting queue, ensuring proper escalation to relevant teams.
• Communicate with internal teams to provide updates on alert status and resolution progress.
• Log and categorize alerts for analysis and future reference.

Basic Troubleshooting:

• Use diagnostic tools and standard operating procedures (SOPs) to address basic system issues.
• Provide relevant information to appropriate teams to facilitate resolution.
• Assist in identifying trends and patterns in system performance for further analysis.

End-User Support:

• Provide clear instructions and guide users through basic analysis and reporting.
• Maintain records of system reports, and alerts, including Incidents for reference.
• Documentation:
  • Maintain and update documentation related to monitoring procedures and alert management.
  • Create or refine SOPs as needed based on recurring issues or improvements.

Qualifications

Job Specification:

• Matric (High School Diploma).
• Computer literacy and experience with Excel, PowerPoint, Word, Outlook, Teams.
• Basic understanding of analytics and monitoring tools.
• Ability to work independently and as part of a team.
• Strong attention to detail and organizational skills.

Key skills/attributes/position-specific competencies:

• Proficiency in Excel for data monitoring and analysis.
• Troubleshooting and problem-solving skills.
• Effective communication skills, both written and verbal.
• Ability to manage multiple tasks and prioritize effectively.

Living the spirit:

• We provide exceptional support, continuously striving to improve and exceed customer expectations.
• We embrace challenges as opportunities and are dedicated to finding innovative solutions that enhance our products and services.
• Our customers are at the heart of everything we do. We are committed to resolving their issues promptly and effectively.
• We thrive in an ever-evolving environment and embrace change as an adventure, staying adaptable and open to new possibilities.
• We take ownership of our responsibilities, adhering to best practices, and ensuring that issues are resolved, and customer satisfaction is achieved.
• We are committed to personal and professional growth, always seeking to expand our knowledge and skills to better serve our customers and the company.
• We foster open and honest communication, sharing insights and feedback to promote an atmosphere of trust and collaboration.
• We actively identify areas for improvement and recommend changes, enabling the company to stay ahead of potential issues.
• We adhere to established Standard Operating Procedures (SOPs) while also identifying opportunities to create or update relevant documentation for improved processes.