Business Support Analyst

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:

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