About The Role

MPHIN My Personal Health Record Express India Pvt. Ltd. (India)

Job Description :

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 .

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.

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.

Bachelor’s degree in information technology , Business Administration, Computer Science, or related field preferred, or equivalent experience.

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.

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