Service Support Lead

We are looking for a Service Support Lead to strengthen and mature our support function in Dhaka. This role focuses on incident management, operational excellence, and technical support leadership across our fintech software platforms.

You will work hands-on with the platform, lead incidents, support customer escalations, and help build strong, scalable support processes. You will lead and mentor our Service Analyst team and help raise overall support capability.

Key Responsibilities

Lead and coordinate incidents and major incidents, ensuring clear ownership and communication.

Apply ITIL practices across Incident, Problem, and Change Management.

Act as a technical escalation point for complex support issues.

Investigate issues across APIs, integrations, XML/JSON, logs, and data.

Support and mentor analysts to improve first-line resolution.

Identify process, knowledge, and tooling gaps and drive improvements.

Work closely with Engineering and Product to reduce recurring issues.

Handle customer escalations professionally and confidently.

Qualifications

Experience in software / SaaS / fintech support environments.

Strong working knowledge of Incident, Problem, and Change Management.

Experience leading or coordinating major incidents.

Good understanding of APIs and integrations (e.g. Postman, XML/JSON).

Strong communication and stakeholder-management skills.

Strong analytical and problem-solving skills, able to diagnose complex platform and integration issues and translate findings into clear actions.

Comfortable working in high-pressure, production environments.

Good to Have

ITIL certification.

Experience coaching or mentoring junior team members.

Job Nature: Mon–Fri (Hybrid)

Work Time: 1pm-10pm (Dhaka Time), Flexible 
Location: Gulshan 1, Dhaka 

If you have the skills, experience and drive to excel in this challenging and rewarding role, we would love to hear from you. Apply today and take the next step in your career with us! 

About WSD: 

We are a global software and professional services company serving the financial industry
with offices in the UK (HQ), USA, Germany, Brazil, Hong Kong, Indonesia, and Bangladesh. We specialize in building digital transformation and automation solutions for investment banks - particularly around structured products, one of the most complex and highly regulated financial instruments in global markets, working with Tier 1 & Tier 2 banks since 2009. 

You will be part of our rapidly growing Centre of Excellence in Dhaka, developing world-class fintech products used by Tier-1 and Tier-2 banks across the globe. If you’re ready to work on meaningful, high-impact projects, this is the place to grow

Communication & Culture:

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.

Our standardized working language is English, and strong communication skills will help you succeed in your global role. All external and cross-location communication is done in English, while internally you may use the languages,
you are most comfortable with.