Senior Claude Support Analyst - Assistant Manager

Job Title

Senior Associate – Senior AI Support Analyst

Location

India

Role Summary

Lead operational support activities for Claude services, drive incident and problem management, mentor junior analysts, support platform reliability initiatives, and ensure SLA adherence across global support operations.

Key Responsibilities

• Own and manage P1-P4 incidents, service requests, and escalations.
• Lead troubleshooting of authentication, access, platform integration, model response, latency, and performance issues.
• Conduct Root Cause Analysis (RCA) and post-incident reviews.
• Perform trend analysis of recurring incidents and operational issues.
• Collaborate with engineering, product, security, infrastructure, and vendor teams for issue resolution.
• Review telemetry, logs, and monitoring data to identify service improvements.
• Drive operational readiness reviews for new releases, features, and platform changes.
• Develop automation scripts and operational efficiencies.
• Create and maintain runbooks, SOPs, support documentation, and knowledge management repositories.
• Maintain Known Error Database (KEDB) and problem management records.
• Support audit reviews, compliance requirements, and operational evidence collection.
• Participate in hypercare activities and production release support.
• Mentor Associate-level support analysts and provide technical guidance.
• Support follow-the-sun operational coverage model.

Required Qualifications

• Bachelor's degree in Engineering, Computer Science, or related discipline.
• 3-8 years of application, platform, or production support experience.
• Experience with ServiceNow, Azure and/or AWS, APIs, SSO authentication, and monitoring solutions.
• Strong troubleshooting, stakeholder management, and communication skills.
• Experience handling critical production incidents.
• Knowledge of Incident, Problem, Change, and Knowledge Management processes.

Preferred Qualifications

• Experience supporting GenAI, LLM, RAG, AI Gateway, Copilot, Claude, or Agent-based platforms.
• Knowledge of SDLC, DevOps, release management, and change governance.
• Familiarity with AI governance, model lifecycle management, and Responsible AI processes.
• Experience building support automation and observability solutions.

About State Street

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