ABOUT EVERNORTH:

Evernorth℠ exists to elevate health for all, because we believe health is the starting point for human potential and progress. As champions for affordable, predictable, and simple health care,

we solve the problems others don't, won't or can't.

Our innovation hub in India will allow us to work with the right talent, expand our global footprint, improve our competitive stance, and better deliver on our promises to stakeholders. We are passionate about making healthcare better by delivering world-class solutions that make a real difference.

We are always looking upward. And that starts with finding the right talent to help us get there.

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:

2 - 10 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.

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.

Application Support Specialist