Service Delivery Manager

Service Performance Analyst

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Position Summary: We are looking for a Service Performance Analyst to join the athenahealth team in Chennai. This role focuses on monitoring, analyzing, and improving the performance, availability, and scalability of athenahealth’s SaaS platform. The ideal candidate will leverage operational metrics, service performance data, incident trends, and capacity insights to identify risks, support capacity planning, and drive continuous service improvement initiatives. This role requires strong analytical skills, experience with service management processes, performance reporting, observability tools, and the ability to translate complex operational data into actionable recommendations.

About the Team: The Service Management team at athenahealth is responsible for ensuring the reliability, availability, and operational excellence of the organization’s SaaS platform. The team partners closely with Engineering, Site Reliability Engineering (SRE), Operations, Product, and Support teams to monitor platform health, improve service resilience, and proactively address operational challenges. Team members are passionate about data-driven decision-making, continuous improvement, and delivering a seamless customer experience through highly available and scalable services.

Essential Job Responsibilities:

• Monitor and analyze platform performance, availability, downtime events, and service trends across the SaaS environment.
• Develop and maintain reports, dashboards, and metrics related to service performance, incident trends, and capacity utilization.
• Analyze infrastructure and application usage patterns to identify capacity risks and forecast future demand.
• Support capacity planning activities by evaluating growth trends and recommending scaling strategies.
• Partner with Engineering, Operations, SRE, Product, and Support teams to improve service reliability, availability, and performance.
• Contribute to post-incident reviews by performing downtime impact analysis and identifying opportunities for operational improvement.
• Track service level metrics, KPIs, operational thresholds, and performance targets, highlighting risks and potential breaches.
• Identify opportunities to automate reporting, monitoring, and operational processes to improve efficiency and visibility.
• Support continual service improvement initiatives focused on platform performance, resilience, and operational readiness.

Additional Job Responsibilities:

• Assist in the development and enhancement of service performance monitoring frameworks and operational reporting standards.
• Analyze recurring service issues and trends to recommend preventive actions and long-term improvements.
• Collaborate with stakeholders to define meaningful service metrics and performance benchmarks.
• Support operational reviews and governance processes through data-driven insights and recommendations.
• Maintain documentation related to service performance, capacity planning, incident analysis, and operational processes.
• Evaluate emerging technologies and tools that improve 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.

Expected Education, Experience & Knowledge & Skills:

• Bachelor’s Degree required; Bachelor’s Degree in Business, Information Technology, Computer Science, Engineering, or a related discipline preferred.
• 3+ years of experience in Service Management, IT Operations, Platform Operations, Technical Operations, Performance Analysis, or related roles.
• Experience working with SaaS platforms, cloud-based environments, or enterprise applications.
• Strong analytical skills with the ability to interpret service performance, incident, availability, and capacity data.
• Knowledge of ITIL principles and service management best practices, including Incident and Problem Management.
• Experience with monitoring, observability, and reporting tools, including Power BI, Tableau, Grafana, or similar platforms.
• Understanding of capacity planning, trend forecasting, workload modeling, and service performance optimization.
• Understanding of SLAs, SLOs, KPIs, availability metrics, and operational reporting.
• Strong communication, problem-solving, stakeholder management, and AI tool utilization skills.

Experience Level

Senior Level