Business Analyst

1 week ago

Hyderabad, India Head Digital Works Full time

About Us:Head Digital Works (HDW) is a pioneering force in Indian online skill gaming, evolving from a 2006 garage startup to a market leader with over 80 million users and powerhouse brands like A23 Rummy, A23 Poker, and Adda52. Over nearly two decades, we've helped shape India's real money gaming landscape with innovation, responsible gaming practices, and exceptional user experiences. With a strong focus on sustainable growth and trust-driven relationships, we continue to invest in technology and talent to build immersive gaming ecosystems — and drive the future of digital entertainment in India.

About the Role:We're expanding our customer experience operations and looking for someone to lead the tech and data stack for support at HDW. This role is central to digitally transforming how we serve players, enable support agents, and scale operations efficiently.You'll be the single point of ownership for CX tools, data flows, automations, and analytics, working closely with product, tech, finance, and data science teams. This includes everything from tooling decisions and workflow design to reporting automation and experience-led improvements.

About You:You have 2–3 years of experience in customer service operations, analytics, or tooling — ideally in a fast-moving tech or digital-first environment. You're fluent in both data and operations, and can easily switch between SQL queries and support queue flows.

Key Responsibilities:Own and manage the entire CS tech stack – including budgeting, scoping, implementation, and scalingAdminister and optimise ticketing platforms (Zendesk, Freshdesk), CTI tools (Ameyo, Ozonetel), and related systemsSet up and maintain ticket routing, rule-based logic, SLAs, and access rolesBuild and maintain dashboards/reports using SQL, Power BI, Tableau to track KPIs like CSAT, FTR, and agent performanceCollaborate with cross-functional teams to identify and implement workflow automations and product-led deflectionsDrive tooling and data integration across vendors and internal systemsDocument business requirements through BRDs, process flows, and SOPs; lead implementation through structured stakeholder management

You bring:Hands-on experience with Zendesk, Freshdesk, Ameyo, Ozonetel, or similar toolsWorking knowledge of SQL, Power BI, Tableau for building reports and dashboardsExperience in managing automations, routing logic, and vendor tool integrationsComfort working cross-functionally in a high-growth, constantly evolving setupBonus: MBA or structured business/process experience

You're a great fit if you:See customer service as a mindset, not a functionThrive on reducing customer and agent effort through tech and logicBelieve data is the foundation of good ops decisionsStay curious, adapt fast, and never stop learning

Why Head Digital Works?At HDW, innovation meets ownership. We value autonomy, experimentation, and continuous improvement. You'll work with passionate teams, cutting-edge technologies, and systems that touch millions of users — all while building toward the future of digital gaming in India.

What We OfferCompetitive CompensationComprehensive Mediclaim CoverageAccelerated Career Growth OpportunitiesRecognition Programs Focused on ExcellenceA Diverse, Inclusive & Collaborative Work Culture

  • Business Analyst

    2 weeks ago

    Hyderabad, India Sysa Business Services Full time

    Role Description : Seeking a detail-oriented and analytical Business Analyst to join our dynamic team in the Fintech domain. The ideal candidate will act as a bridge between business and technology, gathering and analyzing data, defining requirements, and providing actionable insights to support digital financial products and Responsibilities : - Work with...

  • Manager Business Analyst

    2 days ago

    Hyderabad, Telangana, India Ray Business Technologies (A CMMI Level 3 Company) Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Company DescriptionRay Business Technologies is a globally recognized IT services and solutions provider with over 16 years of expertise. As an ISO CMMI Level 3 and ISO 27001:2022 certified company, we operate in the USA, Canada, Australia, Philippines, and India. Our diverse team delivers industry-specific solutions that drive business growth and...

  • Business Analyst

    5 days ago

    Hyderabad, Telangana, India IDESLABS PRIVATE LIMITED Full time ₹ 8,00,000 - ₹ 12,00,000 per year

    Immediate Openings on Business Analyst RPA_Pan IndiaSkill:- Business Analyst with RPANotice Period :- Immediate.Employment Type: Contract.Job Description:Business analystRPABusiness AnalysisWe are looking for a skilled Business Analyst with RPA experience to join our team at IDESLABS PRIVATE LIMITED. The ideal candidate will have 5-16 years of experience in...

  • Business Analyst

    5 days ago

    Hyderabad, Telangana, India IDESLABS PRIVATE LIMITED Full time ₹ 8,00,000 - ₹ 25,00,000 per year

    8+ Years of experience as Business AnalystExcellent expertise Business AnalystKnowledge of Oracle applications R12 SCM and Financial modules Analyse customer's current business processes and provide recommendations on process improvements/best practices.Convert customer business requirement into functional specifications and Product Backlog items.Ability to...

  • Finance & Business Analyst

    2 days ago

    Hyderabad, Telangana, India SBC- Steadfast Business Consulting Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company OverviewSteadfast Business Consulting, known as SBCLLP, is a prominent CA firm based in Hyderabad. With a team of employees, we specialize in offering a wide array of services including financial advisory, auditing, taxation, secretarial, and legal consulting. Visit our website at to learn more about our expertise and commitment to delivering...

  • Business Analyst

    1 week ago

    Hyderabad, India Dhruvsoft Services Full time

    Role & Responsibilities Work and manage CRM and ERP Projects as Business Analyst / Functional Consultant Prepare project documents like process flow, BRD, FRD, Test scenarios etc Help in testing of the applications Train the user Project coordination Work on Declarative Customization, Administration, Business analysis Work on projects as senior business...

  • Business Analyst

    3 weeks ago

    Hyderabad, Telangana, India Idexcel Full time

    Dear Candidates,Greetings for the Day We are Hiring for a Business Analyst - CRM & Marketing role for Hyderabad Location,Please find below attached Job description and details,Job Description :Designation: Business Analyst - CRM & MarketingClient : IDEXCEL Technologies, Full Time PositionExperience: 5+ YearsNotice Period: immediate to 15 DaysWork Mode: Work...

  • Business Analyst

    3 weeks ago

    Hyderabad, Telangana, India Idexcel Full time

    Dear Candidates, Greetings for the Day We are Hiring for a Business Analyst - CRM & Marketing role for Hyderabad Location, Please find below attached Job description and details, Job Description : Designation: Business Analyst - CRM & Marketing Client : IDEXCEL Technologies, Full Time Position Experience: 5+ Years ...

  • Business Analyst

    1 week ago

    Hyderabad, India Idexcel Full time

    Dear Candidates, Greetings for the Day We are Hiring for aBusiness Analyst - CRM & Marketingrole forHyderabadLocation, Please find below attached Job description and details, Job Description : Designation: Business Analyst - CRM & Marketing Client : IDEXCEL Technologies, Full Time Position Experience: 5+ Years Notice Period: immediate to 15 Days Work...

  • Business Analyst

    6 hours ago

    Hyderabad, Telangana, India Idexcel Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    Dear Candidates,Greetings for the Day We are Hiring for aBusiness Analyst - CRM & Marketingrole forHyderabadLocation,Please find below attached Job description and details,Job Description :Designation: Business Analyst - CRM & MarketingClient : IDEXCEL Technologies, Full Time PositionExperience: 5+ YearsNotice Period: immediate to 15 DaysWork Mode: Work From...