Kundan Kumar

About Kundan Kumar

As a Business Support Analyst with expertise in change control and client escalation…

Experience

1. Business Analyst

   agilon health

   Jul 2022 — Present · Gurugram, IN

   Client Communication & Issue Resolution:Acting as the first point of contact for clients, addressing issues, escalations, global inquiries, and support requests through ticketing systems, email, and client calls. 2.Incident Management:Assessing the severity and urgency of incidents and taking immediate action to restore services, escalating to Engineering teams when necessary, while adhering to defined SLAs. 3.SLA Compliance & Reporting:Ensuring SLA commitments are met, proactively addressing SLA breaches, and preparing detailed weekly reports on SLA violations, including timelines across Support and Engineering team responsibilities. 4.Crisis Communication:Maintaining established communication protocols during system-impacting events to ensure timely updates and resolutions. 5.Change Control & Deployment Management:Managing change controls and project tasks, including build deployments, verification, and post-deployment sanity checks to ensure system stability. 6.Alert Analysis & Troubleshooting:Performing first-level analysis of business workflow-related alerts, issues, and escalations using application logs and MongoDB for efficient troubleshooting. 7.Process Improvement:Identifying opportunities for process enhancement and recommending updates to existing workflows and documentation. 8.Monitoring Systems- Utilizing monitoring tools like Zabbix, Grafana & PagerDuty to set up alerts and maintain proactive system oversight. 9.Event Correlation:Correlating events from multiple monitoring systems to ensure accurate diagnosis and timely resolution of issues. 10.System Health Monitoring:Conducting periodic checks on application and system health, providing 24x7 coverage and leveraging observability tools like Zabbix & grafana to ensure optimal performance. Through these responsibilities, I contribute to the platform\'s ability to deliver reliable and high-performing services that support transformative healthcare outcomes.