Senior Support Analyst

Puma Energy

Mumbai, Maharashtra, India Full time June 09, 2026

Found Description

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...

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