Application Development Senior Analyst - Technology L1/L2 Production Support
Position Overview
As a Technology L1/L2 Production Support Senior Analyst, you will provide L2 production support for enterprise healthcare applications. You will perform in-depth troubleshooting, manage incident resolution within SLAs, and drive automation and process improvement across Evernorth’s technology operations.
Responsibilities
Provide L2 production support for enterprise healthcare applications and services.
Perform in-depth troubleshooting and root cause analysis for complex application issues.
Manage and resolve P1/P2 incidents within defined SLA timelines.
Coordinate with development teams for defect resolution and hot fixes.
Create and maintain monitoring dashboards, alerts, and automated health checks.
Develop and update runbooks, SOPs, and operational documentation.
Automate routine support tasks using scripts (Python, PowerShell, Shell).
Analyze incident trends and recommend improvements to reduce recurring issues.
Mentor junior support analysts on troubleshooting techniques and best practices.
Participate in change management and release support activities.
Manage vendor interactions for third-party monitoring and support tools.
Lead shift operations and ensure smooth handover between shifts.
Qualifications:
3 - 5 years of experience in production support or IT operations.
College degree (Bachelor) in Computer Science, Information Technology, or related field.
Strong troubleshooting and analytical skills for enterprise applications.
ITIL framework knowledge and incident management experience.
Experience with monitoring tools (Splunk, Dynatrace, AppDynamics).
Proficiency with ticketing systems (ServiceNow, JIRA).
Experience with AWS cloud services.
SQL skills for database troubleshooting and data validation.
Scripting experience (Python, PowerShell, Shell) for automation.
Understanding of microservices and distributed systems.
Strong communication skills.
Preferred Qualifications:
ITIL v4 Foundation certification.
Healthcare domain application support experience.
Good experience with SQL and PL/SQL.
Good hands on with AWS Services, Kubernetes.
Industry / Domain Experience Needed:
Demonstrated experience in enterprise production support and operations.
Ability to navigate a geographically diverse team and communicate effectively.
Familiarity with shift-based support models and escalation management.
Passion for operational excellence and service improvement.
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
- 3-5 years experience in production support or IT operations
- Bachelor's degree in Computer Science, Information Technology, or related field
- Strong troubleshooting and analytical skills for enterprise applications
- ITIL framework knowledge and incident management experience
- Experience with monitoring tools (Splunk, Dynatrace, AppDynamics)
- Proficiency with ticketing systems (ServiceNow, JIRA)
- Experience with AWS cloud services
- SQL skills for database troubleshooting and data validation
- Scripting experience (Python, PowerShell, Shell) for automation
- Understanding of microservices and distributed systems
- Strong communication skills
- ITIL v4 Foundation certification
- Healthcare domain application support experience
- Experience with PL/SQL
- Hands-on experience with Kubernetes
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.
