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.

Application Development Senior Analyst - HIH - Evernorth

Application Development Senior Analyst - HIH - Evernorth