Technical Monitoring Analyst

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.

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  Continuously monitor platform infrastructure, application health, and transactional payment flows to identify alerts and anomalies.

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  Triage incoming incidents (via Rootly, Opsgenie, etc.), classify severity levels (S0–S2), and execute initial troubleshooting steps (log reviews, metric analysis).

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  Accurately escalate unresolved issues to advanced technical teams, providing actionable context, initial impact assessments, logs, and screenshots.

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  Execute functional tests across merchant environments (checkout flows, payment integrations) in Production, Staging, and Sandbox environments.

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  Support deployment activities by executing predefined pre- and post-deployment operational validation checklists.

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  Manage operational support tickets and communication via Zendesk and Jira, keeping internal stakeholders updated during active incidents.

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  Perform routine merchant operational configurations (payment method settings, parameter adjustments, and recurring tasks).

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  Document incidents, investigations, and findings clearly to improve internal runbooks and maintain high reporting standards.

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  Track key operational KPIs, including MTTD (Mean Time to Detect), Escalation Response Time, and SLA compliance.