IT Monitoring Specialist
About The Role
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.
What You'll Do (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 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
What You'll Need To Be Successful In This Role
•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
A note from the recruiter
Besides everything described above, a few things from me personally. This role benefits from stress resilience, attention to detail, thoroughness and a healthy dose of perfectionism — plus the ability to work a shift schedule, including nights. If you've never worked shifts and don't know how different that schedule is from a normal workday, consider in advance whether it suits you. If you're not comfortable strictly following instructions, don't enjoy careful detail-oriented work, or struggle with English, this role is probably not a good fit for you. The recruiter prefers to be upfront about the specifics so both sides have realistic expectations.
