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Analyst 4, Business Information Systems

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Location:
India , Chennai

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Responsible for formulating and defining systems and objectives based on a good understanding of applicable business systems. Devises or modifies procedures to solve complex problems considering computer equipment capacity, limitations, operating time and form of desired results. Integrates knowledge of business and functional priorities. Acts as a key contributor in a complex and crucial environment. May lead teams or projects and shares expertise.

Job Responsibility:

  • Act as Incident Lead for high‑severity events (P1/P2): orchestrate response, communications, and technical bridge
  • ensure swift mitigation and clear action plans.
  • Conduct deep‑dive RCAs across multiple domains (CSG/Amdocs/Ascendon/Comcast Order Tech and Prepaid)
  • validate hypotheses with SQL and log analysis
  • articulate business/customer impact.
  • Design/run experiments to isolate defects and drive durable fixes with platform/engineering.
  • Lead post‑incident reviews: produce clear timelines, root causes, and corrective/preventive actions
  • track actions to closure.
  • Elevate operational excellence: create/own triage playbooks, dashboards/alerts, ticket quality standards
  • identify and deliver automation.
  • Mentor peers
  • provide training on tools, triage techniques, and billing domain nuances.
  • Provide Tier 1/2 operational support for digital and biller platforms (CSG or Amdocs), ensuring timely resolution and customer impact mitigation.
  • Triage incidents and service requests: validate issue details, assess severity/priority, and ensure clear documentation of symptoms, scope, and impact.
  • Perform initial root-cause investigation via logs, dashboards, and data checks
  • identify issue patterns and recurring problem areas.
  • Analyze billing-related issues including statement discrepancies, adjustments, charge calculations, rating/usage anomalies, and promotions.
  • Create high-quality tickets (Jira/ServiceNow) with reproducible steps, evidence, and impact assessment, follow through to closure.
  • Coordinate escalations with development, platform, and upstream/downstream teams for defect fixes, and remediation activities.
  • Support change/release activities by validating post-release health, monitoring for regressions, and assisting with rollback/mitigation coordination when required.
  • Contribute to knowledge management: update runbooks, known error documentation, and standard operating procedures based on learnings.
  • Maintain operational discipline: adhering to SLAs, incident response playbooks, and communication protocols during P1/P2 events.
  • Analyzes, communicates, tests and Q/As complex releases and upgrades ensuring zero negative customer impact.
  • Leads operations change implementation from planning to testing to execution.
  • Provides support to end users. Identifies problem causes and solutions for billing and operations programs.
  • Completes complex change requests within the required defined timeframe incurring no late fees and with no unplanned customer or revenue impact.
  • Coordinates changes with other technology and operational teams when necessary to troubleshoot issues to ensure there are no customer impacts.
  • Consistent exercise of independent judgment and discretion in matters of significance.
  • Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
  • Other duties and responsibilities as assigned.

Requirements:

  • Experience in production support/triage for billing or large consumer platforms
  • Advanced skills in incident management, SQL, and log forensics
  • Demonstrated leadership during P1/P2 events and experience presenting status/RCA to senior stakeholders
  • Strong domain depth and understanding of usage/rating/invoicing lifecycles
  • Strong collaboration ability
  • Analytical skills to test system enhancements
  • Strong attention to detail
  • SQL or query knowledge
  • Log analysis: ability to read, interpret, and trace issues through logs.
  • Working knowledge of ticketing/workflow tools: Jira and/or ServiceNow.
  • Ability to structure problem statements, isolate variables, and communicate hypotheses and findings effectively.
  • Incident prioritization: can assess impact + urgency and assign P1–P4 correctly
  • Ticketing discipline: creates clear, complete tickets
  • Advanced troubleshooting: can gather evidence and do first checks
  • Monitoring awareness: understands alerts/dashboards and can spot duplicates/noise
  • Advanced SQL Knowledge
  • Advanced analytical, documentation, process improvements, problem solving and communication skills
  • Ability to shift priorities swiftly based on business demands
  • Advanced interpersonal skills
  • Ability to work with a cross-functional mindset
  • Demonstrate highly developed critical thinking skills
  • Advanced organization and time management skills
  • Bachelor's Degree
  • 7-10 Years Relevant Work Experience

Nice to have:

  • Experience building dashboards/alerting to reduce noise and detect leading indicators
  • Contributions to automation (scripts/queries/bots) and process changes that measurably reduce MTTR
  • ITIL Foundation or equivalent incident/problem/change management exposure
  • Advanced SQL Knowledge
  • Prior Experience with end-to-end testing
  • Billing Domain Knowledge
  • CSG
  • Prepaid
  • Amdocs (Wireless CES-10)
  • Ascendon
  • Knowledge of billing cycles, invoicing, adjustments, and charge structures
  • Experience with usage, rating and billing
  • Ability to identify and troubleshoot bill disputes and billing-related errors
What we offer:
  • Medical, prescription, vision, and dental insurance for eligible employees.
  • 401(k) savings plan with dollar-for-dollar matching up to the first 6% of your pay.
  • Paid time off including eight observed company holidays and flex time.
  • Exclusive perks + discounts, including tuition assistance, commuter benefits and more!

Additional Information:

Job Posted:
March 05, 2026

Employment Type:
Fulltime
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