Business Support Analyst

You will be working as a Business Support Analyst at MPHIN My Personal Health Record Express India Pvt. Ltd. in Gurgaon, India. Your primary responsibilities will include: - Serving as the initial point of contact for clients regarding issues, escalations, inquiries, and support related to products or services through various communication channels. - Monitoring the application and system health on a regular basis, ensuring continuous coverage. - Analyzing multiple monitoring system events and application statuses to diagnose issues accurately. - Assessing the severity and urgency of incidents and taking prompt action to restore services, escalating to Engineering staff when necessary within defined SLAs. - Ensuring adherence to established communication protocols during system impacting events. - Identifying areas for process improvements and offering recommendations for enhancement. - Being available for shifts, working on holidays, and taking on-call responsibilities as part of the 24x7x365 operational model. To be successful in this role, you should have: - 3-10 years of experience in global client support with a customer-centric approach. - Strong verbal and written communication skills and proficiency in handling customer/client interactions via email, ticketing system, and telephone. - Understanding of Service Level Agreements and ability to work towards meeting and exceeding service levels consistently. - Proficiency in structured query language and the capability to analyze data by navigating databases for troubleshooting purposes. - Exceptional analytical and problem-solving skills within defined timelines. - Willingness to learn new technologies to support business requirements. - Ability to work in a 24x7 environment on a rotational basis. - Team player mindset with a track record of delivering exceptional results under pressure. - Knowledge of Linux basics and familiarity with MongoDB queries would be advantageous. If you are looking for a challenging role that requires strong communication skills, analytical thinking, and a proactive approach to problem-solving, this position is an excellent opportunity for you.,