Role definition: The Business Operations Analyst role involves handling incidents and service requests from customers by following the standard methods and procedures of the unit. The role involves understanding the underlying business, technical procedures, monitoring over a complex IT environment, prioritization of incidents, channeling to the appropriate team/vendor if needed, validation and verification of the effective operation of the software system. As Technical and Business Operations runs on 24x7 fashion this position requires rotating shifts including nights and weekends. Main Responsibilities • Perform ticket analysis, service interruption analysis, triaging of issues, follow-up with relevant teams for resolution. • Ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID). • Run methods and procedures to provide resolution to known/recurring issues. • Effectively use the existing knowledge base and documentation for quick-win and first-level resolution. • Perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs. • Ensure timely resolution or escalation within the agreed SLA. Create positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude. • Follow standard operating procedure and update checklists for quality assurance and progress tracking. • Ensure seamless handover between shifts. • Monitor and publish the SLA achievement by keeping track of all KPIs. • Ensure crystal clear communication and documentation as point of contact. • Perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on). Report and properly document errors that are detected. • Perform basic software system operations. This involves using the online screen, running maps and jobs, basic configuration/installation, taking backups, and so on. • Work on fallouts from various applications, journalize manual billing requests, process payments, and customize miscellaneous activities.