About the company
dLocal enables the biggest companies in the world to collect payments in 40 countries in emerging markets. Global brands rely on us to increase conversion rates and simplify payment expansion effortlessly. As both a payments processor and a merchant of record where we operate, we make it possible for our merchants to make inroads into the worldās fastest-growing, emerging markets. By joining us you will be a part of an amazing global team that makes it all happen, in a flexible, remote-first dynamic culture with travel, health and learning benefits, among others. Being a part of dLocal means working with 1000+ teammates from 30+ different nationalities and developing an international career that impacts millions of peopleās daily lives. We are builders, we never run from a challenge, we are customer-centric, and if this sounds like you, we know you will thrive in our team.
Job Summary
What will I be doing?
šLead end-to-end incident management for critical operational events, from triage to resolution, coordinating internal teams and external partners to restore service quickly. šRun war rooms when needed, ensure timely stakeholder updates, and manage status communications for CS/AM, merchants, and partners. šOwn and continually improve operational playbooks and runbooks for major scenarios (degradations, partner outages, configuration errors, go-live hypercare). šDrive root-cause analysis and post-incident reviews; track corrective and preventive actions to closure and ensure learnings are institutionalized. šConduct business impact assessments with Product, Engineering, Operations, Risk, and Compliance; define practical RTO/RPO targets and escalation paths. šPlan and execute BCP/DR tests with processors, acquirers, and APMs; validate failover paths and data integrity, document gaps, and implement fixes. šMonitor continuity KPIs and SLAs; partner with Data/BI to surface dashboards for incident trends, MTTA/MTTR, and merchant-impact analytics. šStrengthen vendor and partner operational governance (SLAs, escalation matrices, hotlines, and incident exercises) to reduce recovery time. šSupport merchant go-live readiness for high-impact launches, including credentials checks, data validations, and structured hypercare. šMaintain high-quality documentation of incidents and decisions in Jira/Confluence; ensure auditability and traceability. šParticipate in on-call rotations and be available for time-critical coordination across multiple time zones when required.
What skills do I need?
š4ā6+ years in payments/fintech operations, business continuity, incident management, merchant operations, or partner/processor support. šStrong familiarity with the payments ecosystem (processors, acquirers, APMs, card schemes; credentials, SLAs, settlements/reconciliations). šProven experience leading cross-functional incident response, performing root-cause analysis, and driving corrective actions end-to-end. šAbility to design, test, and improve continuity playbooks and BCP/DR exercises with internal teams and external partners. šExcellent communication and stakeholder management; calm under pressure, merchant-centric, and action-biased.
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