Senior Service Analyst

Role Overview

• We are looking for a Senior Service Analyst in Brazil to play a key role in elevating our IT support operations within a fast-paced fintech environment.
You will act as a senior reference for the team in Brazil, combining hands-on client IT support with operational leadership, mentoring, and continuous improvement initiatives.

Key Responsibilities

• Deliver high-quality Level 1 and Level 2 technical support to customers, including investment banks, ensuring timely and effective resolution of incidents and requests.
• Act as the primary escalation point for complex, high-impact, or business-critical issues, driving them to resolution with urgency and accountability.
• Serve as a senior technical reference for the team, providing guidance on troubleshooting, best practices, and effective customer communication.
• Apply ITIL best practices across incident, problem, and request management to ensure consistent and efficient service delivery.
• Perform root cause analysis (RCA) to identify underlying issues, proactively detect trends, and implement preventive measures.
• Investigate and resolve technical issues involving APIs, system integrations, logs, and data formats such as XML and JSON.
• Mentor and support junior analysts, enhancing their technical capabilities and improving first-contact resolution rates.
• Identify gaps in processes, documentation, and tools, and lead continuous improvement initiatives to optimize support operations.
• Collaborate closely with Engineering and Product teams to address recurring issues and improve system reliability and user experience.
• Manage customer escalations with professionalism, ensuring clear communication and maintaining strong client relationships.
Act as a liaison between local support operations in Brazil and global stakeholders, ensuring alignment and effective communication across regions.

Essential Requirements

• Strong experience in IT Support / Service Desk roles, with senior-level exposure in software or SaaS.
• Demonstrated ability to work independently on complex investigations beyond basic L1 troubleshooting.
• Strong knowledge of ITIL practices, including Incident, Problem, and Change Management (certification is a plus).
• Experience with ITSM tools (e.g., Jira, Zendesk, or similar).
• Practical experience troubleshooting APIs, integrations , and working with tools such as Postman .
• Comfortable working with logs, system behaviour, and data formats (XML / JSON).
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex platform and integration issues.
• Confident communicator, able to manage customer escalations calmly and professionally.
• Fluent in English (written and spoken).
  

Desirable

• Fintech or financial services experience.
• Relevant certifications in IT Support, Networking, or Information Security (e.g., CompTIA, ITIL, or similar)
• Experience leading or coordinating major incidents .
Experience coaching or mentoring junior team members.

Time: 11am–8pm GMT -3 (flexible)

WSD is an employer that values diversity. We highly encourage applications from appropriately qualified and eligible candidates irrespective of age, race, religion, national origin, gender, sexual orientation, gender identity and/or expression, veteran status, disability, or any other status protected by applicable law.