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.
