Remote Payments Reliability & Incident Analyst

NEPSE Trading; Colombia; Presencial; MXN 406.000 - 711.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Vacations and PTO

Remote work from anywhere

Internet and mobile reimbursement

Stock options

Career growth path

Descripción de la vacante

DEUNA is seeking a Technical Monitoring Analyst to ensure reliability, stability, and performance of our payment platform. You will monitor infrastructure, runbooks, and incident triage, coordinating with Engineering and Support teams to maintain uptime in a fast-paced fintech environment.

You’ll use Grafana, Rootly, Opsgenie, Zendesk, and Jira to detect issues, log findings, and provide early context for incident resolution.

Formación

• 1–3 years in Operations Monitoring, Technical Support, or NOC roles in online payment/fintech environments.
• Hands-on with monitoring/observability platforms (Grafana, Rootly, Opsgenie) and ticketing systems (Zendesk, Jira).
• Experience performing initial incident triage, runbook execution, log reviews, and basic metric analysis.
• Basic understanding of APIs, request/response cycles, web app workflows, and basic SQL.
• Familiarity with log management tools (AWS CloudWatch, Splunk) and testing tools (Postman).
• English proficiency (A2–B1 minimum) for reading docs, logging findings, and incidents communication.
• Comfortable in a 24/7 rotating shift and on-call schedules.

Responsabilidades

• Monitor platform infrastructure, application health, and payment flows to identify alerts and anomalies.
• Triage incidents via Rootly, Opsgenie; classify severity; perform initial troubleshooting.
• Escalate unresolved issues with context, impact, logs and screenshots to higher tech teams.
• Run functional tests across Production, Staging, and Sandbox environments.
• Support deployments with pre/post-deployment validation checklists.
• Manage tickets in Zendesk and Jira; keep stakeholders updated during incidents.
• Document incidents and findings to improve runbooks and reporting standards.
• Track KPIs like MTTD, Escalation Response Time, and SLA compliance.

Conocimientos

Monitoring

Incident triage

Log analysis

SQL basics

APIs familiarity

English proficiency

On-call readiness

Herramientas

Grafana

Rootly

Opsgenie

Jira

Zendesk

Descripción del empleo

DEUNA is seeking a Technical Monitoring Analyst to ensure reliability, stability, and performance of our payment platform. You will monitor infrastructure, runbooks, and incident triage, coordinating with Engineering and Support teams to maintain uptime in a fast-paced fintech environment.

You’ll use Grafana, Rootly, Opsgenie, Zendesk, and Jira to detect issues, log findings, and provide early context for incident resolution.