Business Continuity Specialist

Business Continuity Specialist

Be the Business Continuity Specialist guiding dLocal's operational resilience strategy, elevating incident response, continuity planning, and risk management across markets and partners. Act as a bridge between global standards and local execution, ensuring payment operations continuity for merchants by aligning people, processes, and platforms across time zones. Partner with processors, acquirers, card networks, APM providers, and issuers to proactively reduce risk and minimize impact when incidents occur. Establish clear continuity metrics and routines that protect the merchant experience and support scale.

Lead end-to-end incident management for critical operational events, from triage to resolution, coordinating internal teams and external partners to restore service quickly. Run war rooms when needed, ensure timely stakeholder updates, and manage status communications for CS / AM, merchants, and partners. Own and continually improve operational playbooks and runbooks for major scenarios (degradations, partner outages, configuration errors, go-live hypercare). Drive root-cause analysis and post-incident reviews; track corrective and preventive actions to closure and ensure learnings are institutionalized. Conduct business impact assessments with Product, Engineering, Operations, Risk, and Compliance; define practical RTO / RPO targets and escalation paths. Plan and execute BCP / DR tests with processors, acquirers, and APMs; validate failover paths and data integrity, document gaps, and implement fixes. Monitor continuity KPIs and SLAs; partner with Data / BI to surface dashboards for incident trends, MTTA / MTTR, and merchant-impact analytics. Strengthen vendor and partner operational governance (SLAs, escalation matrices, hotlines, and incident exercises) to reduce recovery time. Support merchant go-live readiness for high-impact launches, including credentials checks, data validations, and structured hypercare. Maintain high-quality documentation of incidents and decisions in Jira / Confluence; ensure auditability and traceability. Participate in on-call rotations and be available for time-critical coordination across multiple time zones when required.

46+ years in payments / fintech operations, business continuity, incident management, merchant operations, or partner / processor support. Strong familiarity with the payments ecosystem (processors, acquirers, APMs, card schemes; credentials, SLAs, settlements / reconciliations). Proven experience leading cross-functional incident response, performing root-cause analysis, and driving corrective actions end-to-end. Ability to design, test, and improve continuity playbooks and BCP / DR exercises with internal teams and external partners. Excellent communication and stakeholder management; calm under pressure, merchant-centric, and action-biased. Proficiency with Sheets / Excel and ticketing / documentation tools (e.g., Jira / Confluence); comfort with data-driven decision-making. Fluency in English; additional languages are a plus. Bachelor's degree in Business, Engineering, Economics, or related field.