Derivatives Analyst supporting structuring, pricing, execution, and risk management within capital markets. Building knowledge across swaps, options, and commodities while assisting senior sales teams.
About the role
- Senior Service Analyst providing high-quality IT support for investment banks. Coordinating between teams in Brazil and global operations, ensuring efficient service delivery in fintech sector.
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.
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 German and 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.
Benefits
- 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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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