Business Analyst
CurrentHealthcare Data Platform-as-a-Service, built natively on FHIR®, to help organizations unify patient data, make it accessible, generate insights, and deliver true value-based care. My role primarily as a Business Support analyst are:1. Serving as the first line of communication with clients for issues, escalations, global inquiries and support related to products or services through ticketing system, mail and call.2. Determine severity and urgency of an incident and take immediate action to restore service, escalating to Engineering staff as necessary within defined SLA’s.3. Ensuring SLA commitments and proactive follow-up on SLA breach. Weekly report on SLA breach accompanied with timeline across Support/Engineering team bucket.4. Ensure established communications structure is followed during system impacting events.5. Taking ownership of control change and project management, build deployment, verification and sanity post deployment.6. For Business workflow related alerts, issues and escalations, perform first level of analysis using application logs and MongoDB. 7. Look for improvements and offer recommendations to existing processes and documentation.8. Monitoring setup on Zabbix and Grafana9. Correlate multiple monitoring system events and application status to ensure proper diagnosis.10. Periodically check application and system health involving 24x7 coverage efforts along with Zabbix/Observability monitoring.
