THE ROLE
As IT SQM Support Analyst in GBS India, you will be a key operational guardian ensuring IT support
quality across CMA CGM Group. You will manage escalations and ticket backlogs, participate in
follow-the-sun coverage for global service continuity and monitor performance to maintain
service quality.

You will also contribute to strategic transformation initiatives by supporting MyEUP (our AIpowered
IT assistant), executing global governance standards, and driving automation/innovation
projects. Additionally, you'll produce dashboards and reports that drive actionable insights,
manage knowledge articles for self-service capabilities and analyze user satisfaction data to
enhance experience—positioning you at the intersection of operational excellence and AIenabled
innovation within our team.

Key impacts:
1. Prevent operational crisis through escalation & backlog management
2. Enable AI innovation via MyEUP operations & automation projects
3. Drive accountability through dashboards, KPIs & governance execution
4. Enhance user experience via surveys,



knowledge management & feedback analysis

KEY RESPONSIBILITIES
Escalation & Backlog Management
- Manage end-user escalations and coordinate timely resolution with support teams
- Monitor ticket backlogs, identify recurring issues, and support remediation plans
- Follow up with support teams, service providers and stakeholders

Reporting & Performance Governance
- Produce operational dashboards, scorecards, and KPI reports driving accountability
- Analyze performance trends & enforce KPI compliance with internal teams & suppliers
- Trigger remediation actions when quality thresholds are breached

MyEUP AI Operations & Innovation
- Support MyEUP (AI-powered IT assistant) operation through knowledge management and quality reviews
- Contribute to automation, process optimization and AI innovation projects
- Analyze feedback to enhance adoption, ticket deflection rates & deploy recent capabilities

Service Quality & Operat

📌 Business Analyst SQM (Chennai)
🏢 CMA CGM Global Business Services (India
📍 Chennai