Business Analyst

Production Support Analyst

Thryve Digital Health LLP is an emerging global healthcare partner that delivers strategic innovation, expertise, and flexibility to its healthcare partners. Being a US healthcare conglomerate captive, we have direct access to deeper insights that help us accelerate our learning process and keeps us ahead of the curve. Thryve delivers next-generation solutions that enable our healthcare partners to provide positive experiences to their consumers. 

Our global collaborative of healthcare, operations, and IT experts creates innovative and sustainable processes for our clients, which keeps the ever-evolving consumers engaged and assists them in managing the future of their healthcare better. We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. Thryve is an equal opportunity employer and places a high value on integrity, diversity, and inclusion in the organization. We do not discriminate on the basis of any protected attribute. For more information about the organization, please visit www.thryvedigital.com 

Role Summary: 

The Production Support Analyst is responsible for ensuring the stability and availability of production systems by providing technical support, resolving incidents, and collaborating with cross-functional teams. This role requires strong analytical skills, proactive problem-solving, and adherence to service level agreements in a 24x7 environment.

Essential Responsibilities 

•Incident Management: Triage, diagnose, and resolve production incidents promptly.

•Monitoring & Alerting: Proactive system health checks and response to alerts.

•Ticket Categorization: Accurate and efficient classification of support tickets.

•Knowledge Base: Document troubleshooting steps and resolutions.

•Escalation: Timely escalation of complex issues to relevant teams.

•Data-Driven Analysis:

oIdentify key performance indicators (KPIs) related to support operations.

oTrack and analyze ticket trends and patterns.

oProvide data-driven insights for improvement.

•Continuous Improvement:

oIdentify recurring issues and root causes.

oWork on initiatives to reduce open issues and prevent future occurrences.

oContribute to process optimization.

•Procedure Execution: Follow documented SOPs and work instructions.

•Collaboration: Work effectively with other IT and business teams.

•Shift Adherence: Follow assigned shift schedules.

Required

•Strong experience in handling technical issues via Incidents/calls

•Strong Knowledge in Java, Mainframes, Unix is a must.

•Knowledge of Electronic Data Interchange (EDI) X12 standards is strongly preferred

•Knowledge of operating system, UNIX commands, and shell scripting is desirable.

KEY SKILLS

•Strong analytical and problem solving skills, written and verbal communication skills.

•Skill in recognizing patterns and trends in incident data.

•Ability to work effectively under pressure with constantly changing priorities and deadlines. 

•Nice to have familiarity with Incident management with monitoring tools and techniques.

•Ability to explain technical issues to both technical and non-technical audiences.

•Clear and concise documentation skills.

Shift requirement 

•Rotational – 10:30PM EST – 10:30AM EST