Incident Management Analyst

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. As both a payments processor and a merchant of record where we operate, we make it possible for our merchants to make inroads into the world's fastest-growing, emerging markets. 

By joining us you will be a part of an amazing global team that makes it all happen, in a flexible, remote-first dynamic culture with travel, health, and learning benefits, among others. Being a part of dLocal means working with 800+ teammates from 25+ different nationalities and developing an international career that impacts millions of people's daily lives. We are builders, we never run from a challenge, we are customer-centric, and if this sounds like you, we know you will thrive in our team.

As an Incident Management Analyst will be responsible for analyzing and expediently resolving incidents within our IT services by following the Incident Management process. You will be expected to analyze, troubleshoot, log and categorize incidents to conclusion with an aim to avoid recurring incidents whilst improving our Incident Management protocols and service.

What will I be doing?

• 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.
• Producing knowledge articles that outline incident resolution protocols such as how to handle cybersecurity threats or how to correct server failures
• Collaborating with the Incident Management team to ensure that all protocols are diligently followed
• 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.

What skills do I need?

• Minimum of one year's experience working in IT Service Management, incident analysts function or similar role.
• Expertise in SQL 
• Excellent interpersonal skills and the ability to collaborate with global team members
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Ability to understand new technologies in a short period of time.
• Strong troubleshooting, problem solving, analytical and time management skills
• Background in a financial payments industry or similar.
• English

Our Talent Acquisition team is invested in creating the best candidate experience possible, so don't worry, you will definitely hear from us. We will review your CV and keep you posted by email at every step of the process!

Also, you can check out our  webpage,  Linkedin,  Instagram, and  Youtube for more about dLocal!