Incident Analyst



Mexico · Remote
Posted on Friday, August 18, 2023


Oportun (Nasdaq: OPRT) is a digital banking platform that puts its 1.9 million members' financial goals within reach. With intelligent borrowing, savings, budgeting, and spending capabilities, Oportun empowers members with the confidence to build a better financial future. Since inception, Oportun has provided more than $15.5 billion in responsible and affordable credit, saved its members more than $2.3 billion in interest and fees, and helped our members save an average of more than $1,800 annually. For more information, visit


Working at Oportun means enjoying a differentiated experience of being part of a team that fosters a diverse, equitable and inclusive culture where we all feel a sense of belonging and are encouraged to share our perspectives. This inclusive culture is directly connected to our organization's performance and ability to fulfill our mission of delivering affordable credit to those left out of the financial mainstream. We celebrate and nurture our inclusive culture through our employee resource groups.


The Incident Analyst work to manage the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided services. Follow incident management protocols and restore provided services to normal operation as quickly as possible.


• Leads incident management calls for resolution of alerts and escalations by working with appropriate technical teams including Platform Engineers, Database Administrators, Network Operations, System Analysts, and others as required.

• Reviews and reacts to monitoring alerts using various tools such as ServiceNow, SolarWinds, AppDynamics, and Azure Monitor.

• Coordinates with processing partner vendors to resolve incidents and understanding impact to Oportun and our clients.

• Search and update knowledge base articles, incident tickets, change tickets and general web searches to help in identifying root causes and resolving incidents.

• Records all actions taken during the incident resolution process performed by all people involved in the effort.

• Creates internal notification emails on any incident which has client or employee impact using general terms understandable by recipients.

• Creates knowledge base articles based on incidents to improve ability to resolve issues in a timely fashion.

• Provides feedback and input on the efficiency and effectiveness of the Incident Management process and makes recommendations for on-going improvements.

• Participate in on-call rotation to support the incident management process on a 24x7 basis.

• Responsible for reporting risks that are identified to the appropriate team and/or management.

Additionally, responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Business Continuity and DR exercises.

• Actively supports our Oportun culture and embraces our core values.


• Highly motivated, self-starter with a positive attitude and strong initiative to face the challenges of a very fast-paced, high-energy, yet sometimes stressful, customer-focused operations organization.

• Exceptional Teamwork spirit.

• 2 years Windows OS, Mac OS troubleshooting.

• 2 years Mobile Devices iOS and preferred Android troubleshooting.

• Fluent in Spanish and English.

• Exceptional Resolution skills.

• 1 – 2 years’ experience managing the below applications:

o OKTA Admin

o MS Exchange Admin

o MS Azure Admin

o MS Active Directory

o ServiceNow

o Five9 Admin/Supervisor

o Network/VPN

o Apple MAC



We are proud to be an Equal Opportunity Employer and consider all qualified applicants for employment opportunities without regard to race, age, color, religion, gender, national origin, disability, sexual orientation, veteran status or any other category protected by the laws or regulations in the locations where we operate.

California applicants can find a copy of Oportun's CCPA Notice here:

We will never request personal identifiable information (bank, credit card, etc.) before you are hired. We do not charge you for pre-employment fees such as background checks, training, or equipment. If you think you have been a victim of fraud by someone posing as us, please report your experience to the FBI’s Internet Crime Complaint Center (IC3).