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.

Mindset

• 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.