incident support Analyst - asiadLocal

What does dLocal do?
dLocal is the #1 payments leader focused on emerging markets and helps some of the best companies in the world expand in emerging countries. Global brands such as Amazon and Microsoft rely on us to increase conversion by eliminating complexity and managing their payments expansion effortlessly. As both a payments processor and a merchant of record where we operate, we make it simple and risk-free for our client partners to make inroads into the world's fastest-growing, emerging markets.
What's the opportunity?
We are looking for an Incident Support Analyst to join our Operations Payins team, who will be responsible for monitoring and supervising the performance of our local partners, and escalating every downtime that could affect Dlocal's performance in a timely and urgent manner.
Availability for incident support and management from 10 pm (GMT-3) to 6 am (GMT-3).
Preferably based in India, Indonesia, Philippines, or Vietnam.
What will I be doing?
Monitor and supervise the performance of our local partners.
Attend the alerts and communicate with our providers, in order to ensure the issues are attended with the needed sense of urgency.
Meet the defined escalation policies and procedures in order to make sure issues are solved in the most efficient way.
Report incidents internally and externally.
What skills do I need?
Bachelor's degree in any Technical area completed or in progress.
Demonstrable ability to remain calm and effective during higher downtimes as well as excelling at prioritization and evaluation of situational urgency (meet the defined escalation policy).
High proficiency in communicating technical issues to technical and non-technical audiences.
Hands-on knowledge with the following tools: Data Analysis (Kibana, Looker, New relic) and Reporting; and SQL.
Be methodical, committed to the role to be performed, and a vocation for service.
Availability for Incident Support and Management from 10pm (GMT-3) to 6am (GMT-3).
Self Learn abilities and interests.
Advanced/Fluent English.
Advanced/Fluent Spanish.
Portuguese is a plus.
What happens when I apply?
First, apply so we can review your CV. We will then reach out to you by email if we find that your profile is a fit for our role and schedule a virtual interview via Google Meets with HR. You will be updated regarding the specific steps along the process. If you don't hear from us this time, don't worry! We're constantly updating our careers page with new positions, make sure to come back and apply for a different one!
Please submit your application in English as it is our working language.
Check out our or our Instagram @dlocalteam for more about dLocal!
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dLocal

Philippines
Permanent
Full-time