Incident Support Analyst

hace 5 meses


Desde casa, Colombia dLocal A tiempo completo

**What’s the opportunity?**

We are looking for an Incident support associate to join our Operations team. The Incident support associate is responsible for monitoring and supervising the performance of our local partners, by detecting any deviation in our approval rates for the Top Merchants in every market.

**What will you be doing?**:

- Attend and improve monitoring system alerts.
- Meet the defined escalation policies and procedures in order to ensure that incidents are handled in the most efficient way.
- Analyze incident-related metrics, elaborate reports, and identify improvement opportunities.
- Track and report incidents to relevant stakeholders (internal and external)
- Communicate with providers, in order to ensure the issues are attended to with the needed sense of urgency
- Work and address incidents in coordination with the Operations and Customer Success team

**What skills do you need?**:

- 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; SQL.
- Self Learn abilities and interests.
- Fluent in written and verbal English.
- Fluent in written and verbal Spanish.
- Portuguese will be considered a plus.
- Flexible schedule: the position's work schedule will be of 12 hours on Saturdays and Sundays and two days of 8 eight hours between Monday and Friday.
- Be methodical, committed to the role to be performed, and a vocation for service.
- Availability for incident support and management on a flexible working days/time scheme.



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