Incident Management Expert
hace 11 horas
About dLocal
dLocal empowers the world's largest companies to collect payments in 40 emerging markets. By leveraging our global reach and expertise, businesses can expand effortlessly into these high-growth regions.
We are a team of 900+ professionals from 25 nationalities who share a passion for innovation and customer-centricity. Our dynamic culture offers flexibility, remote work options, travel benefits, health insurance, and opportunities for professional growth that impact millions of people daily.
What We Do
dLocal enables seamless payment expansion across emerging markets. As a merchant of record and payments processor, we provide unparalleled conversion rates and simplify payment processes for our clients.
Your Role as Incident Management Analyst
You will be responsible for analyzing and resolving IT service incidents within our organization using established incident management processes. Your primary goals include identifying causes, categorizing incidents, improving protocols, and driving expedient resolutions with technical teams. You will also prioritize incidents based on urgency and business impact.
Key Responsibilities
- Respond to reported service incidents, identify causes, and follow incident management processes
- Prioritize incidents according to their urgency and impact on the business and customers
- Prepare knowledge articles post-incidents to facilitate expedient resolutions
- Coordinate and communicate effectively with technical teams and stakeholders throughout the incident lifecycle
- Initiate escalation process when incidents cannot be resolved within predefined timeframes or by initial response teams
- Lead or participate in incident investigations and root cause analysis, identifying underlying causes and recommending preventative measures
- Enhance the incident management process as required to ensure continued relevance within the business
Your Skills and Qualifications
- 5+ years' experience in an incident management analyst role including root cause and postmortem expertise, along with incident commander experience
- Ability to focus on solving critical incidents and drive expedient resolutions
- Excellent interpersonal skills and ability to collaborate with global teams
Salary and Benefits
The estimated salary for this role is $85,000 - $110,000 annually, depending on location and experience. Additionally, you will have access to a flexible remote work arrangement, comprehensive health insurance, travel benefits, learning opportunities, and more.
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