Senior Service Analyst: Incident Resolution & Mentoring

Wallstreetdocs Ltd; City Of London; Presencial; GBP 55.000 - 75.000; Tempo integral

Resumo da vaga

Wallstreetdocs Ltd is seeking an experienced Senior Service Analyst to join our global Service team. This hands-on role combines technical investigation, incident ownership, customer communication and mentoring.

You will lead on complex and high-priority issues, troubleshoot using APIs, logs and data, and mentor colleagues to improve support readiness for new products and features. English fluency is required.

Qualificações

• 5+ years of experience in application support, technical support or service operations in SaaS/fintech.
• Strong analytical and problem-solving skills for complex technical issues.
• Customer-first mindset with excellent communication and stakeholder management.
• Ability to mentor peers and improve troubleshooting standards.

Responsabilidades

• Own customer incidents, service requests and escalations through to resolution.
• Lead on complex or high-priority issues within the Service queue.
• Troubleshoot application and integration issues using APIs, logs, data and analysis.
• Escalation point for Service Analysts; guide deeper investigations before specialist engagement.
• Communicate with customers and manage expectations across the lifecycle.
• Support incident and major incident coordination as needed.
• Mentor colleagues and raise troubleshooting quality and team capability.
• Support knowledge transfer and readiness for new products and features.
• Contribute to process, documentation, tooling and knowledge improvements.

Conhecimentos

Incident management

API troubleshooting

Data analysis

Customer communication

Mentoring

Documentation

Product knowledge

Training facilitation

Ferramentas

Jira Service Management

ITIL

Postman

XML/JSON

SQL

Descrição da vaga

Wallstreetdocs Ltd is seeking an experienced Senior Service Analyst to join our global Service team. This hands-on role combines technical investigation, incident ownership, customer communication and mentoring.

You will lead on complex and high-priority issues, troubleshoot using APIs, logs and data, and mentor colleagues to improve support readiness for new products and features. English fluency is required.