Senior Incident Management Analyst

Summary

Join dLocal as an Incident Management Analyst and be responsible for analyzing and resolving IT service incidents, ensuring timely resolutions, and improving incident management protocols. You will prioritize incidents, prepare knowledge articles, coordinate with technical teams, and escalate issues as needed. Conducting root cause analysis and preparing reports are also key responsibilities. The role requires strong troubleshooting, problem-solving, and communication skills. dLocal offers a remote-first, flexible work environment with various benefits including remote work options, flexible schedules, a referral bonus program, learning and development opportunities, language classes, a social budget, and dLocal Houses.

Requirements

• 3 -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
• Communicating with management if major issues are found in the IT systems
• Collaborating and sharing workloads with team members and prioritizing non-urgent tasks as appropriate

Preferred Qualifications

Background in Software Development/Automation desired

Benefits

• Remote work: work from anywhere or one of our offices around the globe!*
• Flexibility: we have flexible schedules and we 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: we provide free English, Spanish, or Portuguese classes
• Social budget: you'll get a monthly budget to chill out with your team (in person or remotely) and deepen your connections!
• DLocal Houses: want to rent a house to spend one week anywhere in the world coworking with your team? We’ve got your back!