Senior Claude Support Analyst - Assistant Manager

About the role

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.

What you'll do

• 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

What you need

• 3–8 yrs of experience
• AWS
• ServiceNow
• Azure
• Root cause analysis
• Escalation handling
• SOP writing
• B.Tech or B.E. or B.Sc or BCA

Good to have

• LLMs