IT Monitoring Specialist

Are you passionate about keeping systems bulletproof and ensuring seamless experiences for millions of users worldwide? 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. If you thrive in high-stakes, collaborative environments and get excited about cutting-edge tech and flawless service reliability, we want to hear from you.

• 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

• 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