The Incident Management Analyst monitors local partners' performance, escalates downtimes, communicates issues, and reports incidents efficiently.
Why should you join dLocal?
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 a 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.
What’s the opportunity?We are looking for an Incident Support Analyst to join our Operations Payins team, who will be responsible for monitoring and supervising the performance of our local partners, and escalating every downtime that could affect Dlocal’s performance in a timely and urgent manner.Availability to work on a flexible schedule for incident support and management.Preferably based in India, Indonesia, Philippines, or Vietnam.
What will I be doing?
- Monitor and supervise the performance of our local partners.
- Attend the alerts and communicate with our providers, in order to ensure the issues are attended with the needed sense of urgency.
- Meet the defined escalation policies and procedures in order to make sure issues are solved in the most efficient way.
- Report incidents internally and externally.
What skills do I need?
- Bachelor's degree in any Technical area completed or in progress.
- 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, Coralogix) and Reporting and SQL.
- Be methodical, committed to the role to be performed, and a vocation for service.
- Self Learn abilities and interests.Advanced/Fluent English.
- Advanced/Fluent Spanish.
- Portuguese is a plus.
What do we offer?
Besides the tailored benefits we have for each country, dLocal will help you thrive and go that extra mile by offering you:
- 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!
Flexibility in how you work: We focus on impact and productivity over fixed hours. This means our teams have flexible schedules and, depending on your role and location, you will combine self‑managed focus time with moments of in‑person connection in our collaboration hubs.
What happens after you apply?
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!
Also, you can check out our webpage, Linkedin and Youtube for more about dLocal!
Top Skills
Coralogix
Kibana
Looker
SQL
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