About the role

Aplyr's Quick Take

This role is focused on providing production support for healthcare applications, acting as a liaison between first and second-level support teams. You'll handle escalated issues, perform root cause analysis, and document resolutions while using monitoring tools. It's primarily an individual contributor role with a technical emphasis on troubleshooting and incident management.

Good fit

Ideal candidates have 1-3 years of IT support experience, preferably in application operations, and a background in computer science or IT. A proactive problem-solver who can work in a shift-based environment will thrive here.

Worth noting

The role requires familiarity with specific monitoring tools and basic SQL, which may be a barrier for some applicants. Additionally, the position supports a 24/7 shift model, which could be a consideration for work-life balance.

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.

Aplyr's read

Cigna is a global health services leader, attracting professionals dedicated to advancing healthcare solutions and improving patient outcomes worldwide.
Synthesized from recent postings & public sources

What's promising

•Cigna's diverse roles offer opportunities across healthcare, technology, and customer service sectors.
•The company's global presence allows for international career growth and mobility.
•Cigna invests in innovative health solutions, fostering a forward-thinking work environment.

What to watch

•The healthcare industry faces regulatory challenges that may impact Cigna's operations.
•Cigna's large size can lead to bureaucratic processes that slow decision-making.
•Limited public information about Cigna's internal culture and employee satisfaction.

Why Cigna

•Cigna's integration of Evernorth enhances its healthcare service offerings.
•The company emphasizes innovation in health technology and AI enablement.
•Cigna's focus on military and veteran partnerships sets it apart in healthcare services.

Aplyr’s read is generated by AI from public sources. Was it useful?

About Cigna

Cigna

cigna.com

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Cigna Healthcare is a global health services company dedicated to improving the health, well-being, and peace of mind of those they serve. They offer a wide range of health insurance products and services, including medical, dental, behavioral health, pharmacy, and disability insurance.