Incident Response & Monitoring Specialist (Remote)

Nodi; Bogotá; Remote; COP 24,000,000 - 42,000,000; Full time

Job summary

Nodi is seeking an Incident Support Associate to join our Operations team in Bogotá. You will monitor partner performance across markets, respond to alerts, and coordinate incident response to protect payment performance for our merchants.

You will analyze incident metrics, prepare reports, and collaborate with providers, Operations, and Customer Success to resolve issues quickly. The role requires strong English, fluent Spanish, and an automation mindset to reduce manual work.

Qualifications

• Advanced English (mandatory) and fluent Spanish; Portuguese is a plus.
• Experience with incident management or monitoring incidents is preferred.

Responsibilities

• Monitor and supervise local partner performance, identifying deviations in approval rates for top merchants across markets.
• Attend to monitoring alerts, assess urgency, and improve alert quality and coverage.
• Follow established escalation policies and procedures to ensure incidents are handled efficiently.
• Analyze incident metrics, prepare reports, and identify opportunities to improve incident response and performance.
• Track incidents and communicate clear, timely updates to relevant internal and external stakeholders.
• Coordinate with providers to ensure issues receive the appropriate attention and urgency.
• Work with Operations and Customer Success to investigate incidents, agree on next steps, and support resolution.
• Identify opportunities to automate monitoring, reporting, and incident workflows; collaborate on tools, scripts, or integrations that reduce manual work and errors.

Skills

Communication

Analytical thinking

Calm under pressure

Automation mindset

English (Advanced)

Tools

Kibana

Looker

New Relic

SQL

Job description

Nodi is seeking an Incident Support Associate to join our Operations team in Bogotá. You will monitor partner performance across markets, respond to alerts, and coordinate incident response to protect payment performance for our merchants.

You will analyze incident metrics, prepare reports, and collaborate with providers, Operations, and Customer Success to resolve issues quickly. The role requires strong English, fluent Spanish, and an automation mindset to reduce manual work.