Senior Claude Support Analyst - Assistant Manager
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From State Street’s original posting
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…
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