Senior Support Analyst

Puma Energy

Full time Computer Occupations
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Location
Mumbai, Maharashtra, India
Posted
June 21, 2026

Job 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...

    • Job Details

    • Job Type
      Full time
    • Category
      Computer Occupations
    • Date Posted
      June 21, 2026
    • Application Deadline
      July 31, 2026