Application Development Lead Analyst - Technology L1/L2 Production Support
Position Overview
As a Technology L1/L2 Production Support Lead Analyst, you will lead L1/L2 production support for enterprise healthcare applications. You will manage incident triage, escalation processes, and shift operations while driving automation and continuous improvement to enhance operational maturity across Evernorth’s technology platforms.
Responsibilities
Lead L1/L2 production support operations for enterprise healthcare applications.
Manage incident triage and escalation processes to ensure timely resolution.
Perform initial troubleshooting and diagnostics for application and infrastructure issues.
Coordinate with L3 support teams and development for complex issue resolution.
Maintain and update monitoring dashboards, alerts, and health checks.
Manage on-call schedules, shift handover processes, and team coordination.
Develop and maintain standard operating procedures, runbooks, and knowledge base.
Track and report on SLA metrics, incident trends, and operational KPIs.
Automate routine support tasks to improve efficiency and reduce manual effort.
Drive continuous improvement initiatives in support processes and tooling.
Lead knowledge transfer sessions and mentor junior support analysts.
Manage vendor interactions for third-party monitoring and support tools.
Qualifications:
5 - 8 years of experience in IT production support or application operations.
College degree (Bachelor) in Computer Science, Information Technology, or related field.
Strong troubleshooting and diagnostic skills for enterprise applications.
ITIL framework understanding and incident management experience.
Familiarity with AWS cloud services and containerized applications.
Experience with monitoring tools (Splunk, Dynatrace, Nagios, AppDynamics).
Proficiency with ticketing systems (ServiceNow, JIRA).
SQL skills for basic database queries and log analysis.
Scripting skills for automation (Python, PowerShell, Shell).
Understanding of web applications, middleware, and distributed systems.
Excellent communication and documentation skills.
Preferred Qualifications:
ITIL v4 Foundation certification.
Experience in 24/7 shift-based support environments.
Good knowledge of SQL, PL/SQL.
Good hands on with AWS Services and EKS.
Industry / Domain Experience Needed:
Demonstrated experience in enterprise production support leadership.
Ability to navigate a geographically diverse team and communicate effectively.
Familiarity with healthcare application landscapes and compliance requirements.
Passion for operational excellence and service reliability.
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
- 5 - 8 years of experience in IT production support or application operations
- College degree (Bachelor) in Computer Science, Information Technology, or related field
- Strong troubleshooting and diagnostic skills for enterprise applications
- ITIL framework understanding and incident management experience
- Familiarity with AWS cloud services and containerized applications
- Experience with monitoring tools (Splunk, Dynatrace, Nagios, AppDynamics)
- Proficiency with ticketing systems (ServiceNow, JIRA)
- SQL skills for basic database queries and log analysis
- Scripting skills for automation (Python, PowerShell, Shell)
- Understanding of web applications, middleware, and distributed systems
- Excellent communication and documentation skills
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.
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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.
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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.
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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.
