App Monitoring Analyst

NC - CLT Office, 11605 N Community House Rd, Suite 300, Charlotte, NC 28277, USA

Join a dynamic and energetic team responsible for the continuous monitoring (24x7x365) of multiple SIT applications and responding to alerts and potential issues. The person should be willing and able to work various shifts to accommodate 24-hour coverage if needed. The person must be able to multitask and manage multiple systems individually or as part of a team. This work includes leveraging various automated and manual performance reporting monitors to determine if an issue exists and its severity, timely reporting of events and performance statistics, contacting the group responsible for the application and providing a recommendation for a resolution of the incident.

A detailed record of all incidents and their resolutions shall be tracked for future evaluation and trending purposes.

This person may interact with project leads, project managers, implementation staff and development. The person may also collaborate with other analysts, infrastructure support personnel, and application support personnel. Consequently, this role requires excellent customer service, verbal and written communication skills and the ability to work closely with CBP to identify and resolve IT issues.

• Respond to alarms and events emitted from the application and take action to address them in a timely manner
• Identify gaps within the current monitoring infrastructure and create/enhance tools to address them
• Perform root cause analysis on events by utilizing logs, tools and available documentation
• Contribute to documentation to improve resolution time
• Assess the impact of potential client or platform-wide incidents and escalate to the appropriate teams
• Conduct proactive health checks for high priority clients on a regular interval, identifying and remediating issues discovered
• Work closely with the technical support team to improve the customer experience
• Work shifts that cover daytime, off-hours, and weekends (24x7x365)

This position does not have any supervisory responsibility

• B.Sc Degree in Computer Science or Engineering from a leading University
• Three or more years of experience in a NOC or application monitoring role
• Experience with logging/monitoring tools (Kibana, Grafana, Prometheus, Splunk)
• Familiarity with Linux and the command line interface
• A working understanding of web infrastructure (Web servers, load balancers, application servers)
• Effective written and verbal communication skills
• Ability to work the night shift on a regular basis

• Experience with scripting/programming languages (Bash, Java, Python)
• Cloud technologies (AWS, GCP, Azure)
• Web stack administration
• Database experience with Oracle and PL/SQL
• Networking experience

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to and/or move up to 25 pounds.

This is a full-time position. Days and hours of work are Monday through Friday, during normal business hours. Occasional evening and weekend work may be required as job duties demand.

There is no travel requirement.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, ancestry, citizenship status, religion, marital…