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.

Application Development Lead Analyst - HIH - Evernorth

Application Development Lead Analyst - HIH - Evernorth