P

Senior Support Analyst

icon building Company : Puma Energy
icon briefcase Job Type : Full Time

Number of Applicants

 : 

000+

Click to reveal the number of candidates who applied for this job.
icon loader
Apply Now
icon loader Apply Now

Let AI Supercharge Your Job Hunt!

JobCopilot scans 500,000+ company career sites daily to find jobs for you

Never miss an opportunity Save hours by auto-filling applications forms Land more interviews with tailored applications
happy man
thunder iconActivate JobCopilot

Job Description - Senior Support Analyst

Job 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 to prevent their recurrence
  • Ensure that improvement initiatives identified in service reviews are acted upon by the service provider and progress reports are provided to stakeholders
  • Ensure that customer complaints are investigated, escalated (where necessary), and tracked to closure
  • Review service scope, SLAs and other agreements on a regular basis and evaluate proposals for any changes to the SOW
  • Participate in strategic planning and provide inputs and recommendations wherever appropriate
  • Manage service transitions
  • Manage support vendors / service providers
  • Monitor support costs and ensure support cost optimization
  • Provide management and operational oversight to service provider activities and act as an escalation point for any milestone that the supplier fails to complete
  • Establish governance processes (meetings/reviews, reporting) and ensure adherence by the service provider
  • Work on the financials, participate in the annual budgeting / forecasting exercise, review and approve costs submitted by the service provider
  • Manage activities associated with both internal and external IT audits

Experience and Skills

  • Should have around 5-7 years of experience within IT – including Support Services engagements
  • Should have knowledge and experience of support process (e.g. ITIL) and support tools (e.g. ServiceNow, Ivanit, FreshService, and FreshDesk, etc.)
  • Should have good communication, analytical and organizational skills
  • Should be hands-on, delivery focused and with a strong sense of ownership
  • Experience of working on Microsoft Navision, Business Central, OTM Azure, Salesforce, and/or .NET technologies would be an advantage
Original job Senior Support Analyst posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
Apply Now
Share Job
Share Job

Auto-Apply to Support Analyst Jobs with your AI JobCopilot

thunder icon Auto-Apply with AI

Similar Support Analyst Jobs in India

GrabJobs is the no1 job portal in India, connecting you to thousands of jobs fast! Find the best jobs in India, apply in 1 click and get a job today!

Mobile Apps

Copyright © 2026 Grabjobs Pte.Ltd. All Rights Reserved.