ICT Service Senior Associate, Observability & Monitoring at I&M Bank

Job Purpose:

• The ICT Service Senior Associate – Observability & Monitoring ensures effective alert monitoring, event triage, and coordinated incident response across the Bank’s ICT environment. 
• It supports service visibility, early detection of issues, and structured escalation in line with IT Service Management (ITSM) processes.
• This position provides day-to-day functional input to iNOC operations while working under the direction of the Senior Manager, ICT Service and Change. 

Key Roles and Responsibilities: 
Observability & Monitoring Oversight:

• Provide day-to-day functional input on iNOC monitoring activities. 
• Ensure alerts, dashboards, and monitoring tools provide accurate and real-time visibility of service health. 
• Validate alert thresholds and escalation paths to minimize false positives and missed events.
• Ensure new systems, applications, and infrastructure components are onboarded into monitoring tools prior to go-live. 

Event & Incident Coordination:

• Participate in event triage, prioritization, and escalation activities in line with Incident Management procedures. 
• Work with iNOC analysts during high-priority or major incidents to ensure coordinated response and timely restoration. 
• Ensure incidents generated from monitoring tools are properly logged, categorized, and updated in the ITSM system. 
• Review monitoring data and incident timelines to support Root Cause Analysis (RCA) processes.
• Escalate systemic service risks or recurring issues to Management. 

Monitoring Configuration & Service Instrumentation: 

• Support configuration and optimization of monitoring tools across infrastructure and applications. 
• Work with technology teams to ensure services are properly instrumented and observable.
• Validate that monitoring requirements are included as part of Change Enablement processes. 

Automation & Operational Efficiency:

• Identify repetitive operational activities within monitoring processes and recommend automation opportunities. 
• Support development and testing of automation scripts to improve alert handling and reporting efficiency.
• Maintain documentation of monitoring configurations and automation routines. 

Reporting, Risk & Service Assurance:

• Prepare service health dashboards and monitoring performance reports. 
• Analyze alert trends, incident patterns, and monitoring gaps to support Problem Management and continual improvement. 
• Ensure monitoring records and documentation are audit-ready and aligned with regulatory expectations.
• Highlight emerging service risks and performance concerns to ICT Service Management. 

Technical Competencies:

• Working knowledge of IT Service Management practices, particularly Monitoring, Event Management and Incident Management. 
• Hands-on experience with enterprise monitoring or observability tools. 
• Basic to intermediate understanding of infrastructure, network, and application monitoring concepts. 
• Basic to intermediate scripting capability (e.g., PowerShell, Python, Bash) is an advantage.
• Ability to analyze monitoring data and generate structured operational reports. 

Education and Professional Qualifications:

• Bachelor’s degree in information technology, Computer Science, Engineering, or related field. 
• ITIL v4 Foundation certification is preferred.
• Relevant technical certifications in monitoring or infrastructure are an advantage. 

Work Experience:

• 2–5 years’ experience in IT operations, NOC/iNOC operations, service assurance, or monitoring roles. 
• Experience in a structured or regulated environment (e.g., banking, financial services, telecommunications) is an advantage.
• Prior experience coordinating or guiding operational teams is preferred. 

Skills and Attributes:

• Strong analytical and troubleshooting capability. 
• Ability to coordinate operational teams during high-pressure incidents. 
• Structured and process-driven approach to service management. 
• Good communication skills for technical and management audiences. 
• High attention to detail and operational discipline. 
• Proactive mindset with focus on service reliability and continuous improvement.