Sr. Support Analyst (73287)

Hiring for: A leading private sector bank in India, offering a wide range of banking and financial services to corporate, retail, and institutional clients.

Role: Sr. Support Analyst (73287)

Positions: 1

Experience: 5 to 10 years

Location(s): Mumbai

Type: On-site / Permanent

Salary: Up to INR 20 LPA

Role Details:  The End User Support Quality & CSAT Manager is responsible for ensuring high‑quality IT end‑user support services and driving continuous improvement in customer satisfaction (CSAT). The role focuses on service quality governance, vendor performance, SLA adherence, and audit‑ready processes across end‑user computing (EUC) services.

Overall Job Description:    

·      Own and drive service quality and CSAT for End User Support (Service Desk, Deskside, Onsite Support).

·      Define and monitor quality KPIs including SLA adherence, FCR, MTTR, repeat incidents, escalations, and ticket aging.

·      Lead CSAT surveys, analyze user feedback, identify trends, and implement service improvement actions.

·      Govern vendor performance through scorecards, dashboards, and structured review meetings.

·      Ensure process adherence as per SOPs, ITIL practices, and regulatory expectations.

·      Drive root cause analysis (RCA) and corrective/preventive actions for service failures.

·      Publish periodic quality and performance reports to senior stakeholders.

·      Support internal/external audits by maintaining service quality evidence and compliance metrics.

·      Collaborate with Infra, Security, and Operations teams to improve overall end‑user experience.

EDUCATION

Graduation: Bachelor’s degree in engineering / IT or equivalent

Certification: ITIL certification preferred

WORK EXPERIENCE

·      5–10years’ experience in IT Support, Service Quality, or EUC Operations

Experience in large enterprise or BFSI environments preferred