Role title – Technical Support Analyst

Organization

Cigna is multinational organisation and a leading global health services Provider, dedicated to helping people improve their health, wellbeing and sense of security.

You'll be joining a global team with offices located in America. Cigna are now primarily following a hybrid work model with Production Support teams located in America, Europe, India & Malysia.

Role

The HIH Technical Support Associate Analyst position, this role would be split between Production Support (PS) and Infrastructure, requiring a hybrid skill set. Responsible for the oversight of day-to-day activities of the production and lower environments.

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
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. The motivation to drive change towards modernisation and automation across the team's processes and practices.

The role will be responsible for 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 Americas business.

Must be comfortable dealing IT control processes taking ownership of the controls for the applications and supporting the production release process.

This role requires a good balance between providing technical guidance/ analysis, resolving technical and data related task, and ensuing solution(s) align with Cigna best practices ways of working to exceed SLAs.

Working with our development teams closely understanding and managing the release process. Following and improving our governance processes.

Candidate profile

Cigna is specifically looking for a dynamic, seasoned, experienced Technical Analyst with strong production support background with incident/change management process and strong Unix / Shell scripting / Any database (Oracle/SQL Server) experience. An IT professional with strong skills in Service Delivery, Application Management & Support processes.

Insurance or financial services background would be a strong advantage.

Integrated applications – understand where application sits in wider Architecture

Must have confidence to quickly learn the technical and functional aspects of a complex service.

Ability to communicate with technical and operations (non-technical) team member

Behaviours

Self-Motivated

Problem Solver

Autonomous

Process Minded

Ambitious

Continuous Improvement Driven

Skills And Experience

Candidates must have strong experience in the following areas:

Production Support

Experience supporting production environment
Incident management, triage, troubleshooting, and RCA skills
ServiceNow (or similar) ticket management

Systems & Infrastructure

Linux/Unix and Windows basics
Server health checks (CPU, memory, disk)
Exposure to patching and software deployments
Understanding of system integration (e.g. APIs)

Scripting & Automation

Basic scripting (Shell, PowerShell, or Python)
Automating routine tasks / batch support

Data & Databases

Basic SQL (Oracle or SQL Server)
Data validation and issue analysis

Batch & Integrations

Job scheduling and batch processing
File transfers and system integrations
Log analysis (Splunk, Dynatrace, or similar)
Alert monitoring and issue detection
Clear communication with technical and business teams
Cross-team coordination

Advantages In Having Experience In The Following Areas

ServiceNow
Dynatrace & Splunk
Confluence
Jira
Application Integrations
TOAD
Windows and Unix OS

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.