Senior Manager: Service Monitoring

About MIDAS

MIDAS is a strategic joint venture between MTN Group Fintech and Alipay aimed at accelerating modernization of MTN Fintech’s digital financial services platform, enhancing delivery of scalable, secure, and customer-focused fintech solutions across African MTN markets. Leveraging MTN's market reach and Alipay's technological expertise, MIDAS supports deployment, stabilization, and ongoing operation of the new digital wallet ecosystem, focusing on platform stability, operational excellence, security, and trust in a fast-growing, complex environment.

Role Overview

The Senior Manager: Service Monitoring is accountable for defining and executing the service monitoring strategy that encompasses infrastructure, applications, transactions, APIs, interfaces, and key business indicators across MIDAS and FinTech platforms. This role ensures monitoring aligns with business impact, customer experience, SLA compliance, and 24/7 operational resilience by designing pertinent indicators, alert thresholds, dashboards, anomaly detection, and runbooks to enable early issue detection, precise triage, and proactive risk management.

Key Responsibilities

• Develop and implement the service monitoring strategy and operational model for the MIDAS FinTech ecosystem, covering all technical and business components.
• Set monitoring standards including coverage, alerting frameworks, dashboard designs, escalation triggers, and health reporting.
• Maintain a forward-looking monitoring roadmap focusing on early risk detection, alert precision, observability maturity, and service availability aligned to SLAs and business priorities.
• Manage complete monitoring coverage for systems, defining critical services and indicators for vigilant oversight and escalation procedures.
• Design relevant metrics and dashboards addressing availability, latency, success rates, error frequencies, API performance, capacity, dependencies, and business process goals suitable for diverse users and 24/7 operations.
• Continuously optimize alert quality by minimizing false alarms, noise, duplicates, and identify and eliminate blind spots via event correlation and escalation logic enhancements.
• Maintain and enhance monitoring runbooks, triage protocols, training materials, and operational documentation for incident teams to ensure effective incident handling and knowledge transfer.
• Collaborate with cross-functional teams to establish observability capabilities using metrics, logs, traces, synthetic monitoring, and service dependency mapping for proactive risk detection.
• Analyze service trends and monitoring data to recommend capacity, reliability, automation, and process improvements; support post-incident reviews with evidence and improvement plans.
• Participate and lead in strategic governance forums covering service monitoring performance, resilience, SLA adherence, and policy updates.
• Escalate unresolved monitoring challenges and risks that threaten service detectability, customer impact, or operational visibility.
• Oversee monitoring improvement projects and operational metrics, driving corrective actions where performance is suboptimal.
• Deliver periodic and ad-hoc service monitoring reports focusing on system health, alert effectiveness, trends, gaps, and risk mitigation actions.
• Contribute to budgeting for monitoring tools and operational enhancements.
• Provide leadership and guidance to service monitoring teams and cross-functional partners ensuring comprehensive monitoring and operational excellence.

Qualifications and Experience

• University degree of at least four years in Computer Science, IT, Engineering, Information Systems, Telecommunications, Cybersecurity or related fields.
• ITIL certification is required or highly desired; further certifications in observability, cloud operations, SRE, project management, or service management are advantageous.
• Preferred certifications include Azure, AWS, GCP, Kubernetes, Linux, and monitoring tools such as Prometheus/Grafana, Datadog, Splunk, Dynatrace, New Relic, COBIT, PMP, or Agile.
• At least 8–10 years of experience in monitoring, observability, site reliability engineering, IT operations, production support, or service management for large-scale online platforms.
• Industry experience in payments, banking, fintech, telecom, or other high-availability digital services is favorable.
• Proven expertise in developing metrics, logs, traces, synthetic monitoring, alert systems, dashboards, and service availability metrics.
• Strong capability to translate technical monitoring data into business impact assessments, incident prioritization, and actionable remediation plans.
• Demonstrated leadership in monitoring improvement programs, alert calibration, service reporting, and cross-team collaborations.

Additional Information

Applications close on 20 August 2026. Late submissions will not be accepted. Candidates who do not hear back within two weeks after the deadline should consider their applications unsuccessful.

We invite you to contribute and spearhead transformative changes at MIDAS by applying for this strategic role.