Incident Management Analyst
China (Remote)
IT – Cloud Platform Services /
Full Time /
Remote
Why you should join dLocal?
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.
What’s the opportunity?
As an Incident Management Analyst, you will be responsible for analyzing and expediently resolving incidents within our IT services by following the incident management processes.
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. In addition, you will be required to drive critical incident service impacts to expedient resolution working closely with the technical teams.
What will I be doing?
- Responding to a reported service incident, identifying the cause, and following the incident management processes.
- Prioritizing incidents according to their urgency and impact on the business and customers.
- Prepare knowledge articles post incidents to assist expedient resolutions.
- Coordinate and communicate effectively with the technical teams and stakeholders throughout the incident lifecycle.
- Initiate escalate 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 caused and recommending preventative measures.
- Lead and participate 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.
What skills do I need?
- 5+ years’ experience in an incident management analyst role which includes root cause & postmortem expertise including incident commander experience.
- Ability to focus on solving critical incidents and drive expedient resolutions.
- Excellent interpersonal skills and the ability to collaborate with global teams.
- Excellent troubleshooting, problem solving, analytical and time management skills.
- Ability to learn and understand new technologies in a short period of time.
- Experience in Databases / Infrastructure / Micro Services / SQL
- Background in a financial payments industry or similar.
- Fluent English Speaker
What happens after you apply?
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!
