Operations Senior Analyst

Monitor Pix transactions, availability, failures, rejections, refunds and operational disruptions on a daily basis.

Track operational and performance indicators such as transaction success rates, processing times, transaction volumes, complaints, refunds and fraud-related events.

Monitor system health, operational alerts, and payment processing anomalies.

Support operational incident management and escalation processes during critical events.

Act as Level 2 support for critical payment and operational cases escalated by Customer Support teams.

Investigate complex customer issues involving transactions, payment failures, refunds, reconciliation, and account-related incidents.

Serve as the operational intermediary between Customer Support and Technology teams.

Coordinate incident escalations and support crisis management during operational disruptions.

Work closely with Engineering teams to prioritize fixes, operational improvements and automation initiatives.

Support reconciliation and operational validation activities when required.

Experience in fintech, payment operations, customer operations, NOC, or digital banking environments.

Knowledge of Pix, payment flows, digital accounts, and financial operations.

Experience supporting operational incidents and customer escalations.

Strong analytical mindset and attention to detail.

Ability to work in fast-paced and high-pressure environments.

Familiarity with operational monitoring tools, ticketing systems, and incident management processes.

Strong communication and stakeholder management skills.

Hands-on and problem-solving oriented profile.