About this role
# Company :
MPHIN My Personal Health Record Express India Pvt. Ltd. (India)
# Job Posting Location :
India_Gurgaon
# Job Title :
Business Support Analyst
Job Description :
Essential Job Functions:
X%
Essential function
25%
Serve as the first line of support for business and system-related inquiries via ticketing systems, email, and phone; ensure timely response and resolution within defined SLAs.
20%
Monitor application and system performance; correlate monitoring alerts and system events to identify root causes and ensure service continuity.
15%
Analyze data using structured query language (SQL) and other tools to troubleshoot issues and validate business logic.
15%
Assess incident severity and urgency; initiate corrective action and escalate to appropriate technical or engineering teams when necessary.
10%
Maintain accurate documentation of incidents, resolutions, and operational processes in designated systems.
10%
Identify opportunities for process improvement and recommend enhancements to documentation, workflows, and support practices.
5%
Participate in rotational shifts, including on-call responsibilities, to support 24x7 operations as required .
Other Job Functions:
- Adhere to company policies, procedures, and compliance requirements.
- Support continuous improvement initiatives across business and technical operations.
- Collaborate with cross-functional teams to ensure seamless communication during system-impacting events.
- Demonstrate strong customer service orientation and professionalism in all stakeholder interactions.
- Perform additional duties and special projects as assigned.
Required Qualifications:
Minimum Experience
3+ years of experience in business support, application support, or client support roles.
Experience supporting global stakeholders in a structured SLA-driven environment.
Healthcare or healthcare technology experience preferred.
Education:
Bachelor’s degree in information technology , Business Administration, Computer Science, or related field preferred, or equivalent experience.
Knowledge, Skills and Abilities:
- Strong written and verbal communication skills with the ability to interact effectively with diverse stakeholders.
- Working knowledge of SQL and ability to analyze and troubleshoot data issues.
- Understanding of Service Level Agreements (SLAs) and incident management processes.
- Strong analytical and problem-solving skills.
- Basic knowledge of Linux environments and database systems (e.g., MongoDB) preferred .
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
- Team -oriented mindset with the ability to work independently when required .
- Strong attention to detail and commitment to service excellence.
# Location :
India_Gurgaon