dLocal is a leading cross-border payment processor specializing in emerging markets across Latin America, Asia, and Africa. The company provides a single API platform that enables global enterprise merchants to accept and send payments using local methods, serving major tech giants like Amazon, Microsoft, and Google. As a publicly traded company on NASDAQ, dLocal operates at a massive scale, facilitating complex financial transactions in high-growth regions. In Spain, dLocal maintains a strategic hub in Madrid that serves as a key center for its European and global operations. The company is highly relevant for international professionals due to its multicultural workforce and English-centric business environment. Their Madrid office offers a dynamic fintech atmosphere where employees work on global-scale infrastructure, making it an ideal destination for expats looking to build a career in international finance and technology.

Founded in 2016 in Montevideo, Uruguay, dLocal was created to solve the complexity of payments in emerging markets. It became Uruguay's first unicorn in 2020 and successfully launched its IPO on NASDAQ in 2021.

Incident Management Analyst III

dLocal

Requirements

What skills do I need?

3 -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.
Background in Software Development/Automation desired
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

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Why should you 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. Being a part of dLocal means working with 1000+ teammates from 30+ 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 do we offer?

Besides the tailored benefits we have for each country, dLocal will help you thrive and go that extra mile by offering you:

- Flexibility: we have flexible schedules and we are driven by performance.

- Fintech industry: work in a dynamic and ever-evolving environment, with plenty to build and boost your creativity.

- Referral bonus program: our internal talents are the best recruiters - refer someone ideal for a role and get rewarded.

- Learning & development: get access to a Premium Coursera subscription.

- Language classes: we provide free English, Spanish, or Portuguese classes.

- Social budget: you'll get a monthly budget to chill out with your team (in person or remotely) and deepen your connections!

- dLocal Houses: want to rent a house to spend one week anywhere in the world coworking with your team? We've got your back!

Flexibility in how you work: We focus on impact and productivity over fixed hours. This means our teams have flexible schedules and, depending on your role and location, you will combine self‑managed focus time with moments of in‑person connection in our collaboration hubs.

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!