Technical Monitoring Analyst

Role Overview

• 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.
• 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.
• Escalate incidents according to established escalation procedures and communication matrices.
• Provide clear and actionable information during escalations.
• Maintain active follow-up on escalated incidents until resolution.
• 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.
• 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.
• 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.
• Generate operational reports as requested.
• Maintain accurate records of incidents, investigations, and operational activities within internal systems.
• 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.

Requirements

• 1–3 years of experience in:
• Monitoring Operations
• Technical Support
• NOC (Network Operations Center) or Operational Support roles
• Basic understanding of:
• APIs and request/response concepts
• Log analysis and monitoring metrics
• Web application and system workflows
• Ability to follow operational procedures and runbooks.
• Basic troubleshooting skills focused on issue identification and initial analysis.
• Familiarity with tools such as:
• Postman (basic usage)
• Basic SQL (simple queries preferred)
• Preferred Tools Experience:
• Grafana
• Rootly
• Opsgenie
• Similar monitoring platforms
• Rootly
• Jira
• Zendesk
• Jira
• Similar support platforms
• AWS CloudWatch
• Splunk
• Similar logging solutions
• English proficiency at an A2–B1 (Basic to Intermediate) level.

Tech Stack

• AWS
• Grafana
• Splunk
• SQL

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 🚀