Technical Monitoring 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

About DEUNA

We are a rapidly growing startup that simplifies global payments and powers next generation commerce in a single platform. With our products we've consolidated hundreds of payment solutions in a single integration, harness an intuitive payment orchestration method and centralize payment reconciliation. We are currently present all across LATAM and looking for exceptional talent to join our team and continue revolutionizing the world of payments! Visit to learn more about us!

About the Role

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.

Who You Are

• 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.
• 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.

What You'll Do

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 .

Requirements

• 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.

What will you find when you join DEUNA ?

• A multicultural team distributed throughout LATAM
• Dynamism, agility and constant innovation
• Being part of a high-impact solution for an entire region
• The best tools and technology to operate
• Being part of the startup culture.
• We are in full expansion!

Benefits

Vacations and additional PTO Remote work from anywhere Economic support for internet and cell phone line We all own DEUNA , we offer stock options Multidisciplinary, diverse and dynamic team Growth and career path Be part of a dynamic team that's creating the next generation payments platform.

Equality and Diversity

DEUNA is proud to be an equal opportunity employer.

We value and celebrate diversity and inclusion in our workplace.

All employment decisions at DEUNA are made without discrimination based on nationality, race, ethnicity, religion, gender, sexual orientation, gender identity or expression, marital status, color, disability, or any other characteristic protected by law.