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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 workplace.
- Develop and maintain reports, dashboards, and metrics related to service performance, incident trends, and capacity utilization.
- 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-t

📌 Service Performance Analyst (Chennai)
🏢 Athenahealth
📍 Chennai