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:
Prevent operational crisis through escalation & backlog management
Enable AI innovation via MyEUP operations & automation projects
Drive accountability through dashboards, KPIs & governance execution
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