Technical Monitoring Analyst

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 https://www.deuna.com/ to learn more about us! We are seeking a proactive and customer-oriented Technical Monitoring Analyst to join our team. This role will be responsible for gathering and tracking operational requirements and incidents, monitoring client health, and ensuring a high level of customer satisfaction. The ideal candidate will possess strong analytical skills and a desire to provide top-notch technical support. This role includes night shifts. Key Responsibilities: Monitoring & Detection - Continuously monitor infrastructure, applications, and transaction flows. - Detect alerts and anomalies using monitoring and observability tools. - Perform basic functional validations to verify service availability and proper system behavior. Alert & Incident Management - Receive and perform initial triage of alerts generated through Rootly or other monitoring platforms. - Classify incidents according to defined severity levels (S0, S1, S2). - Execute initial troubleshooting activities, including basic validations, log reviews, and metric analysis. - Track incidents through resolution or appropriate escalation. **Important:** This role is not expected to provide advanced technical resolution. The primary responsibility is accurate initial diagnosis and timely escalation. Escalation & Coordination - Escalate incidents according to established escalation procedures and communication matrices. - Provide clear and actionable information during escalations, including: - Incident context - Initial business impact assessment - Supporting evidence (logs, error messages, screenshots, metrics) - Maintain active follow-up on escalated incidents until resolution. Support & Communication - Manage support requests and operational tickets through Zendesk, Jira, or similar platforms. - Collaborate with internal teams including Support, Customer Success, Engineering, and Infrastructure. - Create and maintain communication channels during incident response activities. - Ensure clear, timely, and professional communication throughout operational events. Operational Validation - Execute functional tests on merchant environments, including checkout flows, integrations, and payment transactions. - Validate system functionality before and after deployments. - Support deployment activities by following predefined operational checklists and validation procedures. Merchant Operations - Perform basic operational configurations, including: - Payment methods - Merchant parameters and settings - Environment validations across Production, Staging, and Sandbox - Execute recurring operational tasks according to documented procedures. Reporting & Documentation - Generate operational reports as requested. - Maintain accurate records of incidents, investigations, and operational activities within internal systems. Knowledge Adoption - Participate in training sessions related to new features, services, and operational processes. - Review documentation, runbooks, and recorded training materials as required. - Follow established operational procedures and best practices.