Incident Resolution Specialist

2 semanas atrás

São Francisco de Assis, Brasil beBeeincident Tempo inteiro R$9.000 - R$12.000

The role of Incident Management Analyst is critical in ensuring the smooth operation of IT services. As an integral part of our global team, you will be responsible for analyzing and resolving incidents in a timely manner by following established incident management processes.

You will be expected to investigate and troubleshoot incidents, log and categorize them, and work towards preventing recurring issues while continuously improving our incident management protocols and services.

Furthermore, you will drive critical incident resolution with technical teams, prioritize incidents based on their urgency and impact, prepare knowledge articles for efficient resolutions, and coordinate with stakeholders throughout the incident lifecycle.

You will also be involved in initiating escalation processes when necessary, leading or participating in incident investigations and root cause analysis, identifying underlying causes, and recommending preventative measures.

In addition, you will lead the preparation of incident reports and root cause analysis post-mortem reports, log all incidents and resolutions through clear closure, categorization, and conclusion, and enhance the incident management process as required.

Key Responsibilities:

  • Investigate and resolve incidents in a timely manner
  • Analyze and troubleshoot incidents
  • Log and categorize incidents
  • Prevent recurring issues
  • Drive critical incident resolution
  • Prioritize incidents based on urgency and impact
  • Prepare knowledge articles for efficient resolutions
  • Coordinate with stakeholders
  • Initiate escalation processes
  • Lead incident investigations and root cause analysis
  • Recommend preventative measures
  • Enhance incident management process

Requirements:

  • 3-5 years' experience in an incident management analyst role
  • Root cause and post-mortem expertise
  • Incident commander experience
  • Ability to focus on solving critical incidents
  • Excellent interpersonal skills
  • Collaboration with global teams
  • Excellent troubleshooting and problem-solving skills
  • Time management skills
  • Ability to learn new technologies quickly
  • Databases/Infrastructure/Micro Services/SQL experience
  • Financial payments industry background
  • Fluent English speaker

Benefits:

  • Remote work option
  • Flexible schedules
  • Performance-driven environment
  • Fintech industry experience
  • Referral bonus program
  • Learning & development opportunities
  • Language classes
  • Social budget for team activities
  • dLocal Houses for coworking trips

What's Next:

We are committed to creating the best candidate experience possible. We will review your CV and keep you updated at every step of the process. Check out our website, LinkedIn, Instagram, and YouTube for more information about us.

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