Business Continuity Specialist

About dLocal

dLocal operates as the financial infrastructure facilitating global commerce across over 60 emerging markets. Renowned multinational enterprises rely on us to drive expansion in complex environments. We are not merely payment processors but innovators in payment ecosystems, partnering closely with customers worldwide. Our diverse team exceeds 1,300 professionals from more than 40 countries, addressing global challenges from day one.

Role Overview

The Business Continuity Specialist plays a crucial role in maintaining the stability and full operational capacity of regional markets. Beyond managing immediate incidents, the position demands proactive supervision, swift interruption resolution, and deep market knowledge. Acting as operational authorities, these specialists ensure consistent service quality through active collaboration with partners and internal teams, becoming the pivotal contact for performance clarity and enabling informed organizational decisions.

Key Responsibilities

• Manage the entire incident process for designated markets, including triaging Jira incidents, handling processor-facing tickets, coordinating internal teams, and escalating when necessary.
• Collaborate with the Operations Monitoring team during on-call periods to coordinate downtimes, escalate issues promptly, communicate effectively, and ensure timely service restoration.
• Investigate transactional discrepancies through PIBADIFF and RFBADIFF workflows in cooperation with Business Assurance to facilitate resolution.
• Conduct thorough reviews to identify uncaptured or canceled transactions, generate related Jira tickets for affected countries, and oversee resolution follow-ups.
• Analyze settlement differences, providing detailed explanations to Business Assurance with evidence-based justifications.
• Initiate urgent payment method shutdowns by raising Jira alerts to Customer Success, posting critical alerts in country-specific Slack channels, and orchestrating stakeholder coordination for rapid mitigation.
• Engage directly with payment processors, acquirers, alternative payment methods (APMs), card schemes, issuers, and banks to troubleshoot, escalate, and clear technical or operational blockers ensuring uninterrupted merchant service.
• Support merchant operations hands-on during go-live phases by verifying credential preparedness, aiding in testing, and serving as a primary contact for Customer Success and Account Managers during issue resolution.
• Manage credential requests end-to-end via Jira with partners, providing required information and ensuring timely completion.
• Coordinate and perform necessary testing activities, including onboarding and issue card testing to validate payment flows and system readiness.
• Maintain and update error-code mappings while working with Product teams to refine logic enhancing incident triaging and resolution efficiency.
• Regularly update operational documentation such as contact focal points and maintain comprehensive country, processor, and global process guides to guarantee knowledge transparency and continuity.

Required Qualifications and Skills

• Professional experience in payments operations, business continuity, incident management, technical or service operations, reconciliation, or related disciplines.
• Track record of effectively diagnosing and resolving operational incidents under time-sensitive conditions.
• Familiarity with payment ecosystem components including processors, acquirers, alternative payment methods, card networks, issuers, banks, merchants, and integrations.
• Experience managing support tickets, escalations, service level agreements, and follow-ups involving external partners.
• Strong organizational skills to prioritize and manage multiple cases, deadlines, stakeholders, and details with full accountability.
• Capability to evaluate operational impacts and communicate clearly and calmly under pressure.
• Excellent English communication skills, both written and oral.
• Disciplined approach to documentation, ticket management, and evidence archiving.
• Comfort with analyzing operational data, incident trends, transaction impacts, SLA reports, and reconciliation details.
• Proficient in using operational tools such as Jira, Slack, PagerDuty, Statuspage, Guru, and reporting dashboards.

Benefits and Perks

• Flexible work arrangements emphasizing productivity and impact over fixed schedules, combining self-managed focus with onsite collaboration as per role and location.
• Opportunities to work in a fast-paced fintech environment fostering innovation and creativity.
• Employee referral reward program incentivizing internal talent to recommend suitable candidates.
• Work-from-anywhere policy allowing team members to work remotely while traveling for up to three months annually.

Additional Information

Our recruitment process values candidate experience; applicants will receive updates throughout. Artificial intelligence tools may assist in application review and assessment stages; however, human judgment remains final in hiring decisions. For inquiries on data handling during recruitment, contact us directly.