Incident Management Analyst
- Monitor and supervise the performance of our local partners to ensure timely resolution of issues.
- Attend to alerts and communicate with providers to resolve issues promptly.
- Meet defined escalation policies and procedures to ensure efficient issue resolution.
- Report incidents internally and externally to maintain transparency and accountability.
- Collaborate with cross-functional teams to identify and implement process improvements.
- Develop and maintain documentation of incident management processes and procedures.
Job Requirements
- Bachelor's degree in any technical area completed or in progress.
- Demonstrable ability to remain calm and effective during high downtimes, with excellent prioritization and evaluation of situational urgency.
- High proficiency in communicating technical issues to both technical and non-technical audiences.
- Hands-on knowledge with data analysis tools such as Kibana, Looker, Coralogix, and reporting and SQL.
- Methodical, committed, and service-oriented with strong self-learning abilities and interests.
- Advanced/Fluent English; Portuguese is a plus.
- Experience working with AI tools to support hiring processes.
- Flexibility to work on a flexible schedule for incident support and management.
About Company
dLocal enables the biggest companies in the world to collect payments in 40 countries in emerging markets. Global brands rely on us to increase conversion rates and simplify payment expansion effortlessly. As both a payments processor and a merchant of record where we operate, we make it possible for our merchants to make inroads into the world's fastest-growing, emerging markets. By joining us, you will be part of an amazing global team that makes it all happen. Being a part of dLocal means working with 1000+ teammates from 30+ different nationalities and developing an international career that impacts millions of people's daily lives. We are builders, we never run from a challenge, we are customer-centric, and if this sounds like you, we know you will thrive in our team.
Perks and Benefits
- Flexibility: we have flexible schedules and are driven by performance.
- Fintech industry: work in a dynamic and ever-evolving environment, with plenty to build and boost your creativity.
- Referral bonus program: our internal talents are the best recruiters - refer someone ideal for a role and get rewarded.
- Learning & development: get access to a Premium Coursera subscription.
- Language classes: free English, Spanish, or Portuguese classes.
- Social budget: monthly budget to chill out with your team (in person or remotely) and deepen your connections.
- dLocal Houses: rent a house to spend one week anywhere in the world coworking with your team? We've got your back!
Our Talent Acquisition team is invested in creating the best candidate experience possible, so don't worry, you will definitely hear from us. We will review your CV and keep you posted by email at every step of the process!
