Senior Claude Support Analyst - Assistant Manager
Core
Lead operational support for Claude AI services, managing incidents, ensuring platform reliability, and mentoring junior analysts.
Role type
Senior IC support analyst (AI/LLM platform)
Builds
Operational stability and reliability for Claude services
Domain
Financial services + Generative AI
Deliverable
production ML models | infrastructure
Required skills
Incident management, Root Cause Analysis, troubleshooting authentication/access/integration issues, telemetry/log analysis, automation scripting, runbook creation, stakeholder collaboration
Preferred skills
GenAI/LLM/RAG platform support, DevOps/release management, AI governance, support observability
Technologies
ServiceNow, Azure, AWS, APIs, SSO, monitoring solutions
Responsibilities
Own and manage P1-P4 incidents and escalations; Lead troubleshooting of platform and model performance issues; Conduct RCA and post-incident reviews; Perform trend analysis of operational issues; Collaborate with engineering and security teams; Review telemetry and logs for improvements; Develop automation scripts; Create and maintain runbooks and SOPs; Mentor junior analysts; Support follow-the-sun coverage model
