Service Monitoring Officer at Kuda Bank

Kuda is a full service, app-based digital bank. Our mission is to be the go-to bank not just for those living on the African continent, but also for the African diaspora wherever they might live, anywhere in the world. Kuda is free of ridiculous banking charges and great at helping customers budget, spend smartly and save more. We raised the largest seed round ever seen in Africa, and completed a Series A funding round in February 2021, led by some of the world's smartest venture capital investors. With offices in London (our HQ), Lagos and Cape Town, and further offices opening across Africa during 2021, Kuda is fast becoming recognised as the leading 'Neobank' for Africans.

To help us grow into the company that can bring meaningful change to the way people across Africa get access to great financial products and services in order to take control of their personal finances, we are actively looking for bright, talented, driven people who are excited by our mission. If this sounds like a great way to spend your valuable time, then please get in touch with us.

We are recruiting to fill the position below:

Job Title: Service Monitoring Officer

Location: Lagos
Employment Type: Full-time
Category: Tech
Reporting to: Lead, Support & Service Management

Role Overview

• We are looking for a proactive and self-motivated Service Monitoring Officer to support the day-to-day running of the Kuda Technology IT estate. In a nutshell, we have a lot of technology services, and need a person who will be responsible for monitoring all of that.
• The ideal candidate should have a growth mindset, superb interpersonal skills, and the ability to manage multiple projects concurrently.
• You will advise and be encouraged to make recommendations for improvements to existing processes and platforms, being proactive and intuitive to the requirements of the team, whilst taking every advantage of the learning opportunities that will be a core part of the role.
• We are seeking someone with excellent communication skills who can interface directly with internal stakeholders to understand their needs in order to support, administer and enhance the systems and processes accordingly.

Roles & Responsibilities

• We are looking for a Service Monitoring Officer to join our team and be responsible for measuring, tracking, analyzing and reporting on service performance metrics and providing recommendations to improve service levels. The responsibilities include but are not limited to:
• Identify critical systems for monitoring
• Deployment and support of the tools in use to monitor systems and applications
• Perform continuous reports on the status of all technology services
• Escalate identified issues to the proper personnel and follow through on the resolution of such issues
• Run daily maintenance checks, run DB queries, upgrade agents to the latest versions and verify-update configuration when needed
• Work closely with Technology support & IT Support (IS Admin) teams to ensure proper support is provided to their customers
• Performing other related tasks as may be required from time to time

Requirements

• Experience in a similar role
• Previous experience in FinTech and/or Financial Services (desirable but not mandatory)
• Research methodology, analysis & interpretation
• Knowledge of regulations governing the management of financial services
• A broad understanding of the bank’s procedures and policies and Computer literacy
• High degree of intelligence, communication, and analytical skills

Why Join Kuda?
At Kuda, our people are the heart of our business, so we prioritize your welfare. We offer a wide range of competitive benefits in areas including but not limited to:

• Pension
• Competitive annual leave plus bank holidays
• Group life insurance
• Health insurance
• L&D training
• We are advocates of work-life balance and offer a 3 day per week remote working option

Application Closing Date
Not Specified.