Incident Management Specialist
hace 2 semanas
Role Overview
As an Incident Management Analyst at dLocal, you will play a critical role in ensuring the smooth operation of our IT services. Your primary responsibility will be to analyze and expediently resolve incidents within our IT services by following the incident management processes. This involves analyzing, troubleshooting, logging, and categorizing incidents to conclusion with the aim of avoiding recurring incidents while improving our incident management protocols and services.
Key Responsibilities
• Responding to reported service incidents, identifying the cause, and following the incident management processes
• Prioritizing incidents according to their urgency and impact on the business and customers
• Preparing knowledge articles post-incidents to assist in expedient resolutions
• Coordinating and communicating effectively with technical teams and stakeholders throughout the incident lifecycle
• Initiating the 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 resolutions 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
• 5+ years' experience in an incident management analyst role, including root cause and postmortem expertise, including incident commander experience
• Ability to focus on solving critical incidents and drive expedient resolutions
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