Job Purpose Lead the KPI monitoring team and coordinate with process owners to validate incidents and drive improvements.
Ensure accurate reporting of system performance trends and strengthen monitoring practices across processes.
Duties and Responsibilities 1.
 Supervise KPI Monitoring Analysts and ensure adherence to monitoring protocols.
2. Act as liaison between monitoring team and respective process/system owners.
3. Review escalations and validate incidents before forwarding to senior leadership.
4. Identify improvement areas in monitoring processes and propose enhancements.
5. Identify BCP solution for all critical process’s tech solutions.
6. Ensure timely reporting of system performance trends and incidents as part of Control Chart framework.
7. Mentor and train team members on monitoring tools and best practices.
Required Qualifications and Experience a) Qualifications • Graduate/Postgraduate in Business, Operations, or related field.
• Bachelor’s degree in Computer Science, Engineering, or related field; Master’s degree preferred.
• Work Experience • 3–6 years in monitoring/IT operations • Experience in system monitoring or IT operations leadership.
• Strong communication and stakeholder management skills.
• Ability to analyze KPI trends and recommend corrective actions.
• Proficiency in monitoring and reporting tools • Knowledge of incident management frameworks (preferred).
Excellent leadership, cross-functional collaboration, and strategic thinking skills.