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DEUNA
Colombia, Mexico · remote · Salary not listed
We are looking for a detail-oriented Technical Monitoring Analyst to ensure the continuous reliability, stability, and performance of DEUNA’s payment platform. In this mission-critical role, you will be the first line of defense for detecting system anomalies, managing real-time alerts, and executing initial incident triage to support business continuity for our merchants. You will partner closely with Engineering, Infrastructure, and Customer Support teams to maintain optimal uptime in a fast-paced, high-availability payments environment.
1–3 years of experience in Operations Monitoring, Technical Support, or NOC roles, within online payment systems or fintech environments.
Hands-on experience with monitoring and observability platforms (Grafana, Rootly, Opsgenie) and ticketing systems (Zendesk, Jira).
Proven ability to perform initial incident triage, runbook execution, log reviews, and basic metric analysis.
Basic understanding of APIs, request/response cycles, web application workflows, and querying data using simple SQL.
Familiarity with log management solutions (AWS CloudWatch, Splunk) and testing tools (Postman).
English Proficiency (A2–B1 minimum): Ability to read technical documentation, update tickets, log findings, and communicate clearly during incidents.
Apply on source siteListed via Himalayas
Comfortable working in a 24/7 rotating shift environment and participating in on-call schedules.
High Attention to Detail: Catches minor anomalies before they turn into major outages.
Calm Under Pressure: Maintains clarity, composure, and speed during critical operational incidents.
Process & Execution-Driven: Meticulously follows runbooks, checklists, and escalation pathways.
Continuous Learner: Fast to adopt new technologies, internal tools, and operational procedures while actively improving English skills.
Strong Ownership: Takes pride in maintaining system uptime and supporting seamless merchant experiences.
Continuously monitor platform infrastructure, application health, and transactional payment flows to identify alerts and anomalies.
Triage incoming incidents (via Rootly, Opsgenie, etc.), classify severity levels (S0–S2), and execute initial troubleshooting steps (log reviews, metric analysis).
Accurately escalate unresolved issues to advanced technical teams, providing actionable context, initial impact assessments, logs, and screenshots.
Execute functional tests across merchant environments (checkout flows, payment integrations) in Production, Staging, and Sandbox environments.
Support deployment activities by executing predefined pre- and post-deployment operational validation checklists.
Manage operational support tickets and communication via Zendesk and Jira, keeping internal stakeholders updated during active incidents.
Perform routine merchant operational configurations (payment method settings, parameter adjustments, and recurring tasks).
Document incidents, investigations, and findings clearly to improve internal runbooks and maintain high reporting standards.
Track key operational KPIs, including MTTD (Mean Time to Detect), Escalation Response Time, and SLA compliance.
Payments Domain Knowledge: 1–3 years of experience monitoring or supporting online payment gateways, payment service providers (PSPs), checkout flows, or digital transaction processing.
Operations Experience: Background in NOC, Technical Support, or Operational Monitoring environments.
Monitoring & Ticketing Tools: Experience with Grafana, Rootly, Opsgenie, Jira, and Zendesk (or equivalent platforms).
Technical Fundamentals: Familiarity with API request/response flows, log analysis tools (AWS CloudWatch, Splunk), basic Postman, and simple SQL queries.
Incident Triage: Ability to execute runbooks, analyze basic logs, triage alerts, and classify severity levels.
Language Skills: B1 English proficiency or above (reading technical docs, updating tickets, and written incident communication).
Shift Availability: Flexibility to work in a 24/7 rotating shift model and participate in on-call schedules.
Originally posted on Himalayas