L2 Incident Management / Support Analyst (SRE)

About the role

We are seeking a full‑time L2 Incident Management / Support Analyst to join a US‑based client’s team. You will monitor system alerts, follow runbooks to restart services, and collaborate with internal and client teams via Teams or Slack. The position requires overlap with US business hours and occasional rotating weekend coverage.

Key responsibilities

• Monitor alerts and incidents using Dynatrace, Datadog, Kibana, Google Analytics, and QuantumMetric.
• Interpret runbooks/playbooks to restart servers, services, or applications.
• Investigate issues from multiple angles, document root‑cause analysis, and escalate when necessary.
• Identify patterns, flag anomalies, and suggest process improvements.

Required profile

• Based in Latin America with reliable internet.
• Fluent English (B2 level or higher) for daily communication with US teams.
• Background in SRE or incident management with at least 1 year of hands‑on experience.
• Curious, critical problem‑solver who can learn new tools quickly.

Required skills

• Dynatrace
• Datadog
• Kibana
• Google Analytics
• QuantumMetric

What we offer

• Competitive salary of $2,800 USD per month, paid in USD.
• 100 % remote, full‑time role (40 hrs/week).
• Direct collaboration with US‑based teams and clients.
• Ongoing onboarding support from Hiredfy.