Application Development Analyst - Technology L1.5 Production Support
Position Overview
As an L1.5 Production Support Analyst, you will serve as a bridge between L1 and L2 support, handling escalated tickets from L1 that require deeper investigation while filtering issues before L2 escalation. You will focus on healthcare application support, ensuring timely resolution and effective incident management across Evernorth’s technology platforms.
Responsibilities
Handle escalated incidents from L1 support requiring deeper analysis and investigation.
Perform initial root cause investigation before escalating to L2 teams.
Monitor application health using standard monitoring tools (Splunk, Dynatrace).
Execute established troubleshooting procedures and runbooks for issue resolution.
Prepare and execute the Standard Operating Procedures.
Document incident details, resolution steps, and workarounds in ticketing systems.
Coordinate with L2 teams for complex issues requiring specialized expertise.
Maintain knowledge base articles and update runbooks with new findings.
Participate in shift handover processes to ensure continuity of support.
Support basic change management activities and scheduled maintenance windows.
Track incident trends and report recurring issues to support leadership.
Qualifications:
1 - 3 years of experience in IT support or application operations.
College degree (Bachelor) in Computer Science, Information Technology, or related field.
Basic troubleshooting skills for web and enterprise applications.
Understanding of ITIL processes and incident management workflows.
Familiarity with monitoring tools (Splunk, Dynatrace).
Experience with ticketing systems (ServiceNow, JIRA).
Basic SQL for log analysis and data queries.
Good communication and documentation skills.
Ability to work in a 24/7 shift-based support model.
Preferred Qualifications:
ITIL Foundation certification.
Exposure to healthcare application environments.
Basic scripting knowledge (Python, PowerShell).
Experience with AWS hosted Applications is a big advantage.
Industry / Domain Experience Needed:
Demonstrated experience in IT production support.
Ability to navigate a geographically diverse team and communicate effectively.
Familiarity with enterprise application monitoring and alerting.
Passion for analysis and learning to grow, adapt to a fast-changing environment.
Location & Hours of Work
Full-time position, working 40 hours per week. Primarily based in the Innovation Hub in Hyderabad, India, with flexibility to work remotely as required (Hybrid).
Equal Opportunity Statement
Evernorth is an Equal Opportunity Employer actively encouraging and supporting organization-wide involvement of staff in diversity, equity, and inclusion efforts to educate, inform and advance both internal practices and external work with diverse client populations.
About Evernorth Health Services
Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.
Skills Required
- 1-3 years of experience in IT support or application operations
- Bachelor's degree in Computer Science, Information Technology, or related field
- Basic troubleshooting skills for web and enterprise applications
- Understanding of ITIL processes and incident management workflows
- Familiarity with monitoring tools (Splunk, Dynatrace)
- Experience with ticketing systems (ServiceNow, JIRA)
- Basic SQL for log analysis and data queries
- Good communication and documentation skills
- Ability to work in a 24/7 shift-based support model
- ITIL Foundation certification
- Exposure to healthcare application environments
- Basic scripting knowledge (Python, PowerShell)
- Experience with AWS hosted applications
Cigna Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Cigna and has not been reviewed or approved by Cigna.
-
Strong & Reliable Incentives — Strong bonus outcomes are frequently highlighted, with annual bonuses described as really good alongside above-average salary levels. Stock or long-term incentive elements are also noted as part of the overall package in some roles.
-
Leave & Time Off Breadth — Time-off benefits are portrayed as a meaningful part of total rewards, including generous PTO and flexibility that can enhance the perceived value of compensation. Flexible work-from-home arrangements are repeatedly linked with satisfaction about the overall package.
-
Healthcare Strength — Health coverage is described as broad in design, with preventive care often covered at no charge in-network and options like virtual care and wellness incentives. A large provider network and strong digital tools are positioned as practical advantages when using benefits.
Cigna Insights
What We Do
At Cigna, we're more than a health insurance company. We are your partner in total health and wellness. And we’re here for you 24/7 – caring for your body and mind. As a global health service company, Cigna's mission is to improve the health, well-being, and peace of mind of those we serve by making health care simple, affordable, and predictable. Our values are the core of our culture. Our values guide how all 74,000 of us around the world work together, serve our customers, patients, clients, communities, and deliver on our mission.
