Description
The Technical Support Analyst role will join our Production Support team responsible for supporting a portfolio of applications, databases and services.
The Production Support team provides several services for International Health (IH) including:
- Application Support
- 24/7 Production Support
- Monitoring, batch support and optimisation, defect identification and remediation
- Configuration updates, data fixes, ad-hoc reporting requests
- Incident Management
- Release Management
- Change Management
- Collaborate across multiple interconnected teams to provide quick resolution to customer impacting incidents.
The successful candidate must have an appetite to own the day-to-day delivery against Service Level Agreements (SLA) and provide a high level of customer satisfaction.
Responsibilities include working with business and IT Partners across the company to manage the services and provide technical support to the IT and business teams.
The primary focus of this role will be working with an emerging support team based in Cigna's CHSI location in India and providing services to the International Health business.
The role requires a good balance between providing technical guidance/analysis, resolving technical and data related task, and ensuring solution(s) align with Cigna best practices ways of working to exceed SLAs.
The ideal candidate will have strong experience in the following areas:
- Java, Red Hat Linux, AWS and SQL expertise
- Service Delivery, Application Management, Production Support, and Operational Support
- Troubleshooting complex applications, investigating infrastructure and application alerts, analysing performance issues, and driving resolution across cloud-hosted environments.
Good understanding of networking fundamentals, including TCP/IP, DNS, load balancing, SSL/TLS and HTTP/HTTPS, along with web server technologies to support application troubleshooting and triage activities.
Experience using Splunk and Dynatrace for log analysis, troubleshooting, monitoring and root cause identification.
Hands-on experience with automation and scripting, leveraging tools and technologies to improve operational efficiency and reduce manual effort.
Proven incident management skills and a strong track record in day-to-day production support.
Strong analytical and troubleshooting skills, with the ability to maintain clear process and troubleshooting documentation for team use.