Incident Management Analyst III

Summary

Join dLocal as an Incident Management Analyst and contribute to resolving IT service incidents efficiently. You will analyze, troubleshoot, and categorize incidents, aiming to prevent recurrence and improve processes. Collaborate with technical teams to drive expedient resolutions for critical incidents. This role requires strong analytical, problem-solving, and communication skills, along with experience in incident management and root cause analysis. The position offers a flexible, remote-first work culture and opportunities for professional growth within a global team.

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

• Respond to reported service incidents, identify the cause, and follow incident management processes
• Prioritize 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 escalation processes 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 causes and recommending preventative measures
• Lead and participate in the initial preparation of incident reports and root cause analysis post-mortem reports
• Log all incidents and resolution through clear closure categorization and conclusion to identify and capture possible recurring failures
• Enhance the incident management process as required to ensure continued relevance within the business
• Communicate with management if major issues are found in the IT systems
• Collaborate and share workloads with team members and prioritize non-urgent tasks as appropriate