Service Performance Analyst

About The Company

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Athenahealth is a leading provider of cloud-based healthcare solutions, dedicated to transforming the healthcare industry through innovative technology and dedicated service. Our mission is to simplify healthcare delivery by offering integrated IT solutions and expert services that eliminate daily operational hurdles for healthcare providers, enabling them to focus entirely on patient care. With a strong emphasis on technological advancement, customer-centricity, and operational excellence, Athenahealth continues to set industry standards and foster a healthier future for communities worldwide.

About The Role

We are seeking a highly analytical and proactive Service Performance Analyst to join our dynamic team in Chennai. This role is pivotal in ensuring the optimal performance, availability, and scalability of Athenahealth’s SaaS platform. The Service Performance Analyst will be responsible for monitoring operational metrics, analyzing service performance data, and identifying areas for improvement. The ideal candidate will leverage their expertise in service management processes, observability tools, and performance reporting to support continuous service enhancement initiatives. This position requires a detail-oriented individual with strong problem-solving skills and the ability to translate complex operational data into actionable insights that drive operational excellence and customer satisfaction.

Qualifications

The ideal candidate will possess a Bachelor's Degree in Business, Information Technology, Computer Science, Engineering, or a related discipline. A minimum of three years of experience in service management, IT operations, platform operations, or performance analysis is required. Experience working with SaaS platforms, cloud environments, or enterprise applications is highly desirable. Candidates should have a strong understanding of ITIL principles, service management best practices, and operational metrics such as SLAs, SLOs, and KPIs. Proficiency with monitoring and observability tools like Power BI, Tableau, or Grafana is essential. Additionally, candidates must demonstrate excellent communication, stakeholder management, and problem-solving skills, along with a capability to interpret and analyze complex data sets effectively.

Responsibilities

• Monitor and analyze platform performance, availability, downtime events, and service trends across the SaaS environment to ensure optimal operational health.
• Develop and maintain comprehensive reports, dashboards, and metrics related to service performance, incident trends, and capacity utilization to support decision-making processes.
• Analyze infrastructure and application usage patterns to identify potential capacity risks and forecast future demand accurately.
• Support capacity planning activities by evaluating growth trends and recommending scalable solutions to meet future demands.
• Collaborate closely with Engineering, Operations, SRE, Product, and Support teams to enhance service reliability, resilience, and performance.
• Participate in post-incident reviews by conducting downtime impact analyses and identifying opportunities for operational improvements.
• Track and report on service level metrics, KPIs, operational thresholds, and performance targets, highlighting risks and potential breaches for proactive management.
• Identify and implement automation opportunities to streamline reporting, monitoring, and operational processes, thereby increasing efficiency and visibility.
• Support continual service improvement initiatives focused on platform performance, resilience, and operational readiness, ensuring ongoing enhancement of service quality.
  
  

Additional Job Responsibilities

• Assist in developing and refining service performance monitoring frameworks and operational reporting standards to align with industry best practices.
• Analyze recurring service issues and trends to recommend preventive measures and long-term improvements.
• Collaborate with stakeholders to define meaningful service metrics and establish performance benchmarks.
• Support operational reviews and governance processes through data-driven insights and strategic recommendations.
• Maintain detailed documentation related to service performance, capacity planning, incident analysis, and operational procedures.
• Evaluate emerging technologies and tools that enhance observability, reporting, and service management capabilities.
• Promote best practices in service management, performance monitoring, and operational excellence across teams.
• Build and maintain strong collaborative relationships with cross-functional stakeholders to ensure alignment and continuous improvement.
  
  

Expected Education, Experience & Knowledge & Skills

• Bachelor's Degree in Business, Information Technology, Computer Science, Engineering, or a related field is required; relevant certifications are a plus.
• At least three years of professional experience in service management, IT operations, platform operations, or performance analysis roles.
• Hands-on experience with SaaS platforms, cloud-based environments, or enterprise applications.
• Strong analytical skills with the ability to interpret service performance data, incident reports, and capacity metrics.
• Knowledge of ITIL principles, service management processes, and operational best practices.
• Proficiency with monitoring, observability, and reporting tools such as Power BI, Tableau, Grafana, or similar platforms.
• Understanding of capacity planning, workload modeling, trend forecasting, and performance optimization techniques.
• Familiarity with SLAs, SLOs, KPIs, and operational reporting standards.
• Excellent communication skills, stakeholder management abilities, and problem-solving aptitude.
• Ability to utilize AI tools and automation solutions to improve operational workflows and reporting accuracy.
  
  

About Athenahealth

Our vision is to simplify healthcare in an industry that becomes more complex every