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Incident Resolution Specialist
hace 2 meses
dLocal empowers the world's largest companies to process payments in 40 emerging markets. As both a payments processor and a merchant of record, we facilitate seamless payment expansion for our global clients.
As an Incident Management Analyst, you will play a vital role in our global team, working in a dynamic, remote-first culture with opportunities for travel, health, and learning benefits.
dLocal is home to 900+ teammates from 25+ nationalities, offering a unique chance to develop an international career that impacts millions of people's daily lives.
What We're Looking for
We're seeking an Incident Management Analyst who can analyze and expediently resolve incidents within our IT services by following established incident management processes.
You will be responsible for identifying the cause of reported service incidents, prioritizing them according to their urgency and impact on the business and customers, and driving critical incident service impacts to expedient resolution.
Responsibilities
• Analyze and troubleshoot incidents to conclusion, with a focus on avoiding recurring incidents and improving incident management protocols and service.
• Drive critical incident service impacts to expedient resolution, working closely with technical teams.
• Prepare knowledge articles post-incidents to assist expedient resolutions.
• Coordinate and communicate effectively with technical teams and stakeholders throughout the incident lifecycle.
• Initiate escalation processes when incidents cannot be resolved within predefined timeframes or by initial response teams.
Requirements
We're looking for someone with 5+ years of experience in an incident management analyst role, including root cause and postmortem expertise, as well as incident commander experience.
You should be able to focus on solving critical incidents and drive expedient resolutions, with excellent interpersonal skills and the ability to collaborate with global teams.
