Incident Management Analyst III

dLocal Limited

Job Overview

Location

Barcelona

Job Type

Full-time

Full Job Description

📋 Description

• As an Incident Management Analyst III at dLocal, you will be at the forefront of ensuring the stability and reliability of our critical IT services, playing a pivotal role in maintaining seamless operations for a global payments platform. Your primary responsibility will be the meticulous analysis, swift resolution, and effective management of incidents that impact our technology infrastructure and user experience.
• You will be entrusted with the ownership of the incident management lifecycle, from initial detection and logging through to thorough analysis, effective troubleshooting, accurate categorization, and ultimately, successful resolution. This involves a deep dive into the root causes of incidents to prevent recurrence and to continuously enhance our incident management processes and overall service quality.
• A key aspect of this role involves proactively identifying potential risks and vulnerabilities within our IT services. You will conduct in-depth analysis of incident trends, patterns, and recurring issues to implement preventative measures and drive continuous improvement initiatives.
• You will be a crucial point of contact during high-severity incidents, acting as a leader in coordinating efforts across various technical teams. Your ability to drive critical incident service impacts to expedient resolution will be paramount, ensuring minimal disruption to our business operations and our global clientele.
• This role demands a proactive and analytical mindset, coupled with strong communication and collaboration skills. You will work closely with engineering, operations, and support teams to gather information, share insights, and implement solutions.
• You will be responsible for documenting all incident-related activities, including detailed logs, root cause analyses (RCAs), and post-incident reviews (PIRs). This documentation will serve as a valuable knowledge base for future incident management and service improvement efforts.
• You will contribute to the development and refinement of incident management policies, procedures, and best practices, ensuring they align with industry standards and dLocal's evolving business needs.
• The opportunity to work with a diverse and international team of over 1000 professionals from more than 30 nationalities offers a unique chance to develop an international career and contribute to a company that impacts millions of people's daily lives.
• You will be part of a dynamic environment where innovation and problem-solving are highly valued. dLocal's commitment to being builders, embracing challenges, and maintaining a customer-centric approach means you will be empowered to make a significant impact.
• Your analytical skills will be leveraged to monitor system performance, identify anomalies, and proactively address potential issues before they escalate into major incidents.
• You will be expected to maintain a comprehensive understanding of dLocal's IT infrastructure, services, and payment processing workflows to effectively diagnose and resolve complex technical problems.
• This role requires a strong sense of urgency and accountability, ensuring that all incidents are handled with the utmost professionalism and efficiency.
• You will participate in on-call rotations as needed, providing 24/7 support to address critical incidents that may arise outside of standard business hours.
• The ability to translate technical findings into clear, concise reports for both technical and non-technical stakeholders will be essential.
• You will contribute to building a robust and resilient IT environment that supports dLocal's rapid growth and expansion into emerging markets.
• By joining dLocal, you are not just taking on a job; you are becoming part of a mission to connect the world through seamless digital payments, empowering businesses and delighting customers across the globe.

🎯 Requirements

• Proven experience in incident management, IT service management (ITSM), or a related operational role within a technology-driven environment.
• Strong analytical and problem-solving skills with the ability to diagnose complex technical issues and identify root causes.
• Familiarity with ITIL frameworks and best practices for incident, problem, and change management.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with technical teams and stakeholders at various levels.

🏖️ Benefits

• Opportunity to work with a global team of 1000+ professionals from 30+ nationalities.
• Develop an international career with a company impacting millions of lives daily.
• Competitive salary and benefits package.
• Be part of a fast-paced, innovative, and customer-centric company culture.

Skills & Technologies

Onsite

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dLocal Limited

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About dLocal Limited

dLocal Limited is a Uruguay-based fintech that provides cross-border payment infrastructure for emerging markets. It enables global merchants to accept and disburse funds in over 40 countries across Latin America, Africa, and Asia using local payment methods, currencies, and regulatory compliance through a single API integration.

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