Technical Monitoring Analyst

DEUNA

Technical Monitoring Analyst managing alerts and incidents for a payment platform in LATAM. Ensuring client satisfaction and a high level of service in high-stakes situations.

Posted 6/5/2026full-timeCiudad de México • 🇲🇽 MexicoMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AWSGrafanaSplunkSQL

About the role

Key responsibilities & impact

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

What you’ll need

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.

Benefits

Comp & perks

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 🚀

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

monitoring operationstechnical supportNOCAPIslog analysisweb application workflowsbasic troubleshootingSQLfunctional testingoperational configurations

Soft Skills

communicationcollaborationproblem-solvingfollow operational proceduresattention to detailincident managementescalation procedurestraining participationclear information deliveryactive follow-up