Senior Service Analyst

Job description

Role Overview: - We are looking for a Senior Service Analyst in Germany 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 form...