Technical Support Specialist for Incident Resolution

hace 3 semanas


Barcelona, Barcelona, España Dlocal A tiempo completo

Why Choose dLocal?

dLocal empowers global companies to process payments in 40 emerging markets. By leveraging our services, brands can increase conversion rates and simplify payment expansion effortlessly. As both a payments processor and merchant of record, we facilitate seamless transactions in the world's fastest-growing economies.

As a key member of our team, you'll be part of a dynamic, remote-first culture with benefits such as travel, health, and learning opportunities. Our diverse team of 900+ professionals from 25+ nationalities creates an inclusive environment where you can grow professionally and personally.

The Opportunity

We're seeking an Incident Management Analyst to analyze and expedite incident resolution within our IT services by adhering to established incident management processes. This role involves analyzing, troubleshooting, logging, and categorizing incidents to ensure recurrence is minimized while improving our incident management protocols and service.

You'll prioritize incidents based on urgency and impact, prepare knowledge articles to aid swift resolutions, and communicate effectively with technical teams and stakeholders throughout the incident lifecycle. In cases where incidents cannot be resolved within predefined timeframes, you'll initiate escalation processes and collaborate with team members to identify root causes and recommend preventative measures.

Key Responsibilities



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