Remote Incident Management Analyst

Summary

Join dLocal as an Incident Management Analyst to analyze and resolve incidents within IT services, collaborate with global teams, and enhance incident management protocols. Work remotely with flexible hours, travel benefits, health benefits, learning opportunities, and more.

Requirements

• 5+ years’ experience in an incident management analyst role which includes root cause & postmortem expertise including incident commander experience
• Ability to focus on solving critical incidents and drive expedient resolutions
• Excellent interpersonal skills and the ability to collaborate with global teams
• Excellent troubleshooting, problem solving, analytical and time management skills
• Ability to learn and understand new technologies in a short period of time
• Experience in Databases / Infrastructure / Micro Services / SQL
• Background in a financial payments industry or similar
• Fluent English Speaker

Responsibilities

• Responding to a reported service incident, identifying the cause, and following the incident management processes
• Prioritizing incidents according to their urgency and impact on the business and customers
• Prepare knowledge articles post incidents to assist expedient resolutions
• Coordinate and communicate effectively with the technical teams and stakeholders throughout the incident lifecycle
• Initiate escalate process when incidents cannot be resolved within predefined timeframes or by initial response teams
• Lead or participate in incident investigations and root cause analysis identifying underlying caused and recommending preventative measures
• Lead and participate in the initial preparation of incident reports and root cause analysis post-mortem reports
• Logging all incidents and resolution through clear closure categorization and conclusion to identify and capture possible recurring failures
• Enhancing the incident management process as required to ensure continued relevance within the business

Benefits

Remote-first dynamic culture with travel, health, and learning benefits