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dLocal

Posted 22 days ago

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Business Continuity Specialist

NairobiHybridFull-time

AI Summary

The Business Continuity Specialist ensures regional payment operations remain stable by leading incident response, coordinating with processors and internal teams, and maintaining operational documentation and runbooks.

About this role

Why Join dLocal?
dLocal is the financial infrastructure powering global commerce in the world's fastest-growing markets. The biggest companies in the world trust us to unlock growth in 60+ countries across emerging markets—moving money where others see complexity. We don't just process payments; we are architects of payment ecosystems and partners in our customers' expansion. You'll work alongside 1,300+ teammates from 40+ nationalities and tackle global challenges from day one.


What's the Opportunity?

The Business Continuity Specialist is responsible for ensuring that regional operations remain stable and perform at full capacity. Its responsibilities go beyond immediate incident response, encompassing proactive monitoring, swift and effective resolution of disruptions and a deep expertise in the markets where we operate. Acting as operational experts, it maintains close communication with partners to safeguard service quality and consistency. At the same time, it serves as the central point of contact for internal teams, providing clarity on the functionality, performance and capabilities of each partner and enabling informed decision- making across the organization.

What will I be doing?

  • Lead end-to-end incident handling for assigned markets: receive and triage incident Jira tickets, manage processor-facing tickets, follow up across CS/BA/other internal teams, and escalate when processors are unresponsive.

  • Coordinate downtimes with the Ops Monitoring team per on-call status, ensuring timely escalation, communication and restoration of service.

  • Manage PIBADIFF and RFBADIFF workflows assigned to Ops Payins: investigate transactional discrepancies and drive closure in coordination with Business Assurance

  • Execute “no capture/cancel left behind” reviews and generate Jira tickets for respective countries; own follow-ups to resolution

  • Investigate settlement differences and provide a timely rationale to Business Assurance with auditable explanations

  • Run the urgent payment method turn-off process: raise Jira to Customer Success and post high-priority alerts in country Slack channels, coordinating stakeholders for swift mitigation

  • Engage directly with processors, acquirers, APMs, card schemes and issuers to troubleshoot, escalate and remove technical or business blockers to protect merchant experience and continuity

  • Provide hands-on merchant operational enablement during go-lives: ensure credential readiness, testing support, and serve as a key contact for CS/AMs during troubleshooting

  • Execute and follow up on end-to-end credential requests via Jira with partners; supply additional information and ensure timely completion

  • Perform and coordinate testing as required (APMs testing, onboarding card testing, issue card testing) to validate flows and readiness

  • Own error-code mapping updates and collaborate with Product on mapping logic to improve triage and resolution quality

  • Keep operational documentation current: update focal points and maintain country/processor/global process Guru cards to ensure transparency and knowledge continuity

    • What skills do I need?

  • Experience in payments operations, business continuity, incident management, technical operations, service operations, reconciliation, or a closely related field.

  • Practical experience investigating and resolving operational incidents in a time-sensitive environment.

  • Working knowledge of payment processors, acquirers, APMs, issuers, card schemes, banks, merchants, and payment integrations.

  • Experience working with external partners and managing support tickets, escalations, service levels, and follow-ups.

  • Strong ability to organize multiple cases, deadlines, stakeholders, and priorities without losing ownership or detail.

  • Ability to assess operational impact and communicate clearly under pressure.

  • Strong written and verbal English communication skills.

  • Strong documentation, ticket-management, and evidence-retention discipline.

  • Comfort working with operational data, incident trends, transaction impact, SLA reporting, and reconciliation information.

  • Proficiency with Jira, Slack, PagerDuty, Statuspage, Guru, reporting dashboards, and related operational tools

    • Skills

    AcquirersAPMsCard SchemesCredential ManagementError-code MappingGuruIncident ManagementIssuersJiraOnboarding TestingOperational Data AnalysisPagerDutyPayment ProcessorsReconciliationSlackSLA ReportingStatuspage

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