IT Monitoring Specialist

IT Monitoring Specialist at Paysend, 24/7 monitoring of global payment platform, shift work in Belgrade office.

Paysend is looking for a high-energy, eagle-eyed IT Monitoring Specialist to join our dynamic ROC (Reliability Oversight and Control) team! In this vital role, you are the front-line guardian of our global platform. Our ROC team acts as the mission control for Paysend, delivering 24/7 monitoring and observability across our entire infrastructure. You won't just be watching dashboards - you’ll be directly safeguarding every single transaction our customers make, ensuring their money transfers are fast, reliable, and frictionless. Responsibilities: - Work as a member of the 24x7 ROC team on a rotating shift basis - Monitor problems and faults, collect diagnostic data, and escalate alerts related to Paysend’s infrastructure and payment services - Create incident reports - Create War Rooms and coordinate engineers during critical incidents - Escalate alerts and ensure problem ownership is correctly assigned - Collaborate with engineers and other stakeholders to improve observability efficiency and incident escalation speed - Diagnose technical problems using database queries and monitoring tools such as Zabbix, Grafana, OpenSearch, and DotCom - Log analysis results in incident reports to help adjacent teams to identify solutions for recurring and critical issues - Suggest improvements to system monitoring and response processes - Use metrics and incident learnings to reduce noise, improve signal and shorten time-to-detect and time-to-recover - Contribute to internal documentation that improves transparency, consistency, security and operational resilience

Ability to work in shifts (12-hour day and night schedule) from our office in central Belgrade English language - B1 level or higher Knowledge of Windows and Linux operating systems; basic level skills in operating system administration Troubleshooting skills Familiarity with basic networking concepts: TCP/IP, HTTP and other common Internet protocols Ability to write basic SQL queries Basic experience working with virtualization/containerization General knowledge of monitoring concepts Experience with monitoring tools like Zabbix and Grafana Experience with ITSM systems like Jira and Confluence Ability to react quickly in case of emergencies High level of responsibility and attention to detail Familiarity with datacenter equipment and modern computer components Very strong analytical and problem-solving skills Self-organized and proactive approach with excellent communication skills Ability to handle multiple priorities successfully and ability to handle stressful situations during critical incidents