Ops Incident Support

Summary

Join dLocal's Operations team as an Ops Incident Support! You'll monitor and supervise the performance of local partners, ensuring smooth payment processing in emerging markets. This role involves attending to system alerts, escalating incidents efficiently, analyzing metrics, and reporting to stakeholders. You'll need strong communication skills, data analysis proficiency (Kibana, Looker, New Relic, SQL), and fluency in English and Spanish. dLocal offers a flexible, remote-first culture with travel, health, and learning benefits. The position requires weekend availability and a commitment to service excellence.

Requirements

• Demonstrable ability to remain calm and effective during higher downtimes as well as excelling at prioritization and evaluation of situational urgency (meet the defined escalation policy)
• High proficiency in communicating technical issues to technical and non-technical audiences
• Hands-on knowledge with the following tools: Data Analysis (Kibana, Looker, New relic) and reporting; SQL
• SelfLearn abilities and interests
• Fluent in written and verbal English
• Fluent in written and verbal Spanish
• Flexible schedule: the position’s work schedule will require availability to work during weekends
• Be methodical, committed to the role to be performed, and a vocation for service
• Availability for incident support and management on a flexible working days/time scheme

Responsibilities

• Attend and improve monitoring system alerts
• Meet the defined escalation policies and procedures in order to ensure that incidents are handled in the most efficient way
• Analyze incident-related metrics, elaborate reports, and identify improvement opportunities
• Track and report incidents to relevant stakeholders (internal and external)
• Communicate with providers, in order to ensure the issues are attended to with the needed sense of urgency
• Work and address incidents in coordination with the Operations and Customer Success team

Preferred Qualifications

Portuguese will be considered a plus

Benefits

Flexible, remote-first dynamic culture with travel, health, and learning benefits