Application Development Analyst - Technology L1.5 Production Support

Position Overview

As an L1.5 Production Support Analyst, you will serve as a bridge between L1 and L2 support, handling escalated tickets from L1 that require deeper investigation while filtering issues before L2 escalation. You will focus on healthcare application support, ensuring timely resolution and effective incident management across Evernorth's technology platforms.

Responsibilities

Handle escalated incidents from L1 support requiring deeper analysis and investigation.
Perform initial root cause investigation before escalating to L2 teams.
Monitor application health using standard monitoring tools (Splunk, Dynatrace).
Execute established troubleshooting procedures and runbooks for issue resolution.
Prepare and execute the Standard Operating Procedures.
Document incident details, resolution steps, and workarounds in ticketing systems.
Coordinate with L2 teams for complex issues requiring specialized expertise.
Maintain knowledge base articles and update runbooks with new findings.
Participate in shift handover processes to ensure continuity of support.
Support basic change management activities and scheduled maintenance windows.
Track incident trends and report recurring issues to support leadership.

Qualifications

1 - 3 years of experience in IT support or application operations.
College degree (Bachelor) in Computer Science, Information Technology, or related field.
Basic troubleshooting skills for web and enterprise applications.
Understanding of ITIL processes and incident management workflows.
Familiarity with monitoring tools (Splunk, Dynatrace).
Experience with ticketing systems (ServiceNow, JIRA).
Basic SQL for log analysis and data queries.
Good communication and documentation skills.
Ability to work in a 24/7 shift-based support model.

Preferred Qualifications

ITIL Foundation certification.
Exposure to healthcare application environments.
Basic scripting knowledge (Python, PowerShell).
Experience with AWS hosted Applications is a big advantage.

Industry / Domain Experience Needed

Demonstrated experience in IT production support.
Ability to navigate a geographically diverse team and communicate effectively.
Familiarity with enterprise application monitoring and alerting.
Passion for analysis and learning to grow, adapt to a fast-changing environment.

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 Analyst - HIH - Evernorth