Senior Claude Support Analyst - Assistant Manager
State Street CorporationMatch Score
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Protocol Intelligence
Data-driven signals on your job's competitivenessStrong employer brand, metro location, and mid-level generalist support experience amplify competition.
Core incident management and cloud skills transfer across industries, though GenAI platform experience adds domain specificity.
Explicit 3-8 years plus mandatory cloud, ServiceNow, APIs, SSO, and monitoring requirements increase strictness.
Job Description
Structured overview of role & requirementsAbout This Role
Lead operational support for Claude AI services, managing P1-P4 incidents and escalations to ensure SLA adherence.
Conduct Root Cause Analysis, perform trend analysis, and collaborate with engineering and other teams for issue resolution and platform reliability improvements.
Mentor junior analysts, develop automation scripts, maintain support documentation, and participate in production release and hypercare activities.
Minimum Requirements
Bachelor's degree in Engineering, Computer Science, or related discipline.
3-8 years of application, platform, or production support experience.
Experience with ServiceNow, Azure and/or AWS, APIs, SSO authentication, and monitoring solutions.
Knowledge of Incident, Problem, Change, and Knowledge Management processes; experience handling critical production incidents.
Ideal Candidate Profile
Experienced in supporting GenAI, LLM, RAG, AI Gateway, Copilot, Claude, or agent-based AI platforms.
Familiar with SDLC, DevOps, release management, change governance, and AI governance including Responsible AI processes.
Demonstrates strong troubleshooting and stakeholder management skills, with a focus on operational readiness and automation.