Technical Support Senior Analyst - HIH - Evernorth

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Skills you'll use

What you'll do

• · Monitor, review, and triage incidents reported through synthetic monitoring tools, observability platforms, and business teams.
• · Facilitate production bridge calls during critical failures, ensuring timely coordination, impact assessment, stakeholder updates, and issue resolution.
• · Assign, escalate, and track reported defects with delivery, platform, vendor, and engineering teams through completion.
• · Collaborate with business and delivery teams to meet agreed SLAs for resolving production incidents, defects, and service interruptions.
• · Initiate and support change management activities for production fixes, portfolio releases, validations, and weekend checkout support.
• · Participate in delivery and operational readiness discussions to understand upcoming releases, platform changes, and support impacts.
• · Maintain runbooks, troubleshooting guides, process documentation, and knowledge articles for US-based and offshore production support resources.
• · Support continuous improvement initiatives that improve monitoring, automation, alerting, resiliency, and production support efficiency.
• · Use, design, and develop automated processes or scripts to maintain, upgrade, test, validate, and monitor production applications.
• · Analyse application capacity, performance trends, and recurring issues to identify proactive remediation opportunities before customers are impacted.

Who can apply

• Required Skills:
• Hands-on experience administering and using monitoring, observability, and synthetic monitoring tools such as Splunk, Dynatrace, and Cyara.
• Strong SQL troubleshooting experience with Oracle, PostgreSQL, and SQL Server, along with working knowledge of NoSQL databases such as MongoDB and Redis.
• Experience troubleshooting web services and APIs, including REST, SOAP, and GraphQL.
• Experience supporting distributed services and messaging platforms such as MQ and Kafka.
• Experience with application capacity, performance, resiliency, and health-check tools.
• Strong analytical troubleshooting skills with experience using logs, metrics, traces, alerts, and data-driven validation techniques.
• Experience working in a team-oriented, collaborative production support environment.
• Self-starter with the ability to take ownership, learn quickly, solve problems, and close knowledge gaps.
• Strong focus on customer experience, business outcomes, service reliability, and measurable results.

About Cigna

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