Performance Monitoring Analyst

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. 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.