Job Description – Senior Support Analyst

Primary Responsibilities
- Management of the global application support organization (Level 1 and L2 support)
- Management of the Service Management and Service Introduction functions

Other Key Responsibilities
- Improve the quality of production support services
- Drive continuous improvement initiatives
- Establish and maintain a constructive relationship with the support service provider(s)
- Ensure service metrics are captured, analyzed and communicated
- Identify and analyze support service and ticket trends; determine system improvements; implement change
- Wherever appropriate, evaluate and re-design support processes
- Mediate in cases where there are conflicts, differences of opinion, differing priorities, etc.
- Ensure that relevant status reports are produced and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence
- Ensure that improvement initiatives identified in service reviews are acted upon by the service provider and progress reports are provided to stakeholders




- Ensure that customer complaints are investigated, escalated (where necessary), and tracked to closure
- Review service scope, SLAs and other agreements on a regular basis and evaluate proposals for any changes to the SOW
- Participate in strategic planning and provide inputs and recommendations wherever appropriate
- Manage service transitions
- Manage support vendors / service providers
- Monitor support costs and ensure support cost optimization
- Provide management and operational oversight to service provider activities and act as an escalation point for any milestone that the supplier fails to complete
- Establish governance processes (meetings/reviews, reporting) and ensure adherence by the service provider
- Work on the financials, participate in the annual budgeting / forecasting exercise, review and approve costs submitted by the service provider
- Manage activities associated with both

📌 Senior Support Analyst (Mumbai)
🏢 Puma Energy
📍 Mumbai