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dLocal is the financial infrastructure powering global commerce in emerging markets, serving 60+ countries and trusted by major global companies. The Business Continuity Specialist ensures regional operations remain stable and perform at full capacity, acting as an operational expert and central point of contact for internal teams and external partners.
Key Responsibilities:
- Lead end-to-end incident handling for assigned markets: receive and triage incident tickets, manage processor-facing communications, coordinate with internal teams (CS, BA, others), and escalate when necessary
- Coordinate downtimes with the Ops Monitoring team, ensuring timely escalation, communication, and service restoration
- Manage PIBADIFF and RFBADIFF workflows: investigate transactional discrepancies and drive closure in coordination with Business Assurance
- Execute "no capture/cancel left behind" reviews and own follow-ups to resolution
- Investigate settlement differences and provide timely, auditable explanations to Business Assurance
- Run urgent payment method turn-off processes: raise tickets to Customer Success and post high-priority alerts, coordinating stakeholders for swift mitigation
- Engage directly with processors, acquirers, APMs, card schemes, and issuers to troubleshoot and remove technical or business blockers
- Provide hands-on merchant operational enablement during go-lives: ensure credential readiness, testing support, and serve as key contact for CS/AMs
- Execute and follow up on end-to-end credential requests with partners
- Perform and coordinate testing (APMs, onboarding card, issue card) to validate flows and readiness
- Own error-code mapping updates and collaborate with Product on mapping logic
- Maintain operational documentation: update focal points and keep country/processor/global process documentation current
Requirements:
- Experience in payments operations, business continuity, incident management, technical operations, service operations, reconciliation, or closely related field
- Practical experience investigating and resolving operational incidents in time-sensitive environments
- 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 while maintaining ownership and attention to 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
