Business Support Analyst

• *Company****:**

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MPHIN My Personal Health Record Express India Pvt. Ltd. (India)**Job Posting Location****:**

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India\_Gurgaon**Job Title****:**

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Business Support Analyst**Job Description****:**

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• *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****:**

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India\_Gurgaon