Global Incident Resolution Expert
hace 4 días
Company Overview
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.
Job Description
As an Incident Management Analyst, you will be responsible for analyzing and resolving incidents within our IT services by following incident management processes. You will analyze, troubleshoot, log and categorize incidents to conclusion with an aim to avoid recurring incidents whilst improving our incident management protocols and service. In addition, you will drive critical incident service impacts to expedient resolution working closely with technical teams.
Key Responsibilities:
- Responding to a reported service incident, identifying the cause, and following the incident management process.
- Prioritizing incidents according to their urgency and impact on the business and customers.
- Preparing knowledge articles post-incidents to assist expedient resolutions.
- Coodinating and communicating effectively with technical teams and stakeholders throughout the incident lifecycle.
- Initiating escalate process when incidents cannot be resolved within predefined timeframes or by initial response teams.
- Leading or participating in incident investigations and root cause analysis, identifying underlying causes and recommending preventative measures.
- Leading and participating 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.
Requirements
We require candidates with 5+ years' experience in an incident management analyst role including root cause & postmortem expertise including incident commander experience. Ability to focus on solving critical incidents and drive expedient resolutions is essential.
Benefits
dLocal offers flexible, remote-first dynamic culture with travel, health, and learning benefits among others. By joining dLocal, you will be part of an amazing global team that makes it all happen. We have 900+ teammates from 25+ different nationalities developing an international career impacting millions of people's daily lives.
What We Offer
The estimated salary for this position is $90,000 per annum, which is competitive considering the industry standards and location. This figure is based on the job description, responsibilities, and requirements outlined above.
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