Specialist: Junior Service Monitoring Analyst

About MIDAS

MIDAS is a strategic collaboration between MTN Group Fintech and Alipay, aimed at advancing MTN Fintech’s digital financial services platform. This partnership focuses on developing a scalable, secure, and customer-oriented fintech ecosystem across MTN’s African markets, combining MTN’s regional reach and Alipay’s expertise in digital payments technology.

The business environment is complex and fast-paced, placing importance on platform stability, operational excellence, security, scalability, and customer confidence. MIDAS supports the next generation MTN Fintech digital wallet ecosystem ensuring reliable 24/7 financial services through strong post-implementation operation and infrastructure governance.

Role Overview

This Specialist position supports continuous 24/7 monitoring of MIDAS and FinTech service dashboards, alerts, system events, and transaction metrics. The incumbent follows predefined runbooks to acknowledge alerts, gather initial evidence, create and update incident tickets, and escalate issues to senior analysts or support teams as necessary. The role involves shift handovers, daily operational checks, status reporting, and maintaining operational documentation.

This role serves as the first line of defense for monitoring critical business services while fostering the development of skills in production support, incident response, and IT service management discipline. Strong attention to detail, process adherence, ongoing learning, clear communication, and commitment to shift-based work are essential.

Key Responsibilities

• Implement the MIDAS 24/7 service monitoring framework by adhering to established runbooks and escalation processes.
• Conduct accurate monitoring tasks including alert acknowledgment, transactional checks, and incident record updates.
• Provide feedback to enhance monitoring procedures and identify recurring alerts or documentation gaps.
• Monitor service dashboards, events, alerts, and indicators in scheduled shifts to detect abnormalities and notify senior analysts as needed.
• Create and maintain incident tickets using standard procedures, ensuring timely capture of relevant incident data and escalation when required.
• Facilitate shift handovers with comprehensive documentation of ongoing alerts, tickets, and operational observations.
• Assist with routine service health checks, dashboard validations, and support the continuous enhancement of monitoring rules and knowledge bases.
• Maintain clear, professional communication under normal and high-pressure situations with internal teams and escalate uncertainties promptly.
• Participate in operational meetings, provide inputs on process improvements, and support service monitoring governance protocols.
• Meet operational KPIs for alert handling, documentation standards, and operational handover quality.

Qualifications and Experience

• Diploma or tertiary education in fields such as Information Technology, Computer Science, Information Systems, Engineering, Telecommunications, Cybersecurity, or related disciplines preferred.
• Technical certifications or training in IT support, Linux, networking, monitoring tools, service desk operations, ITIL Foundation, or cloud basics are advantages.
• At least 2 to 4 years of experience in IT operations, monitoring, helpdesk, technical support, or service desk roles, preferably in telecom, payment, banking, fintech, or digital environments.
• Experience with shift-based operations, monitoring dashboards, ticketing systems, and operational documentation is favorable.
• Strong technical fundamentals and capability to learn quickly are beneficial; high-potential candidates with less experience may be considered.

Additional Information

Applicants should note the closing date for applications is 20 August 2026; late submissions will not be entertained. Candidates who do not receive communication within two weeks of closing may consider their application unsuccessful.

This role demands commitment to 24/7 shift patterns and the ability to maintain operational discipline and clear communication in a high-demand fintech operational setting.