Technical Support Analyst

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 India.  Cigna are now primarily following a hybrid work model with Production Support teams located in America, Europe, India & Malysia.

Role

The Technical Support Analyst role will join our production support team responsible for supporting a portfolio of applications, databases and services. 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
• Incident Management
• 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 IH Production Support teams and primarily focussed on the support of the Actisure (Cegedim) application which provides policy administration services.

Must be comfortable dealing with IT control processes 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 tasks, 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, Technical Support Analyst with strong experience of SQL server and scripting. 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

Collaborative

Continuous Improvement Driven

Skills and Experience

Candidates must have strong experience in the following areas:

• Proven track record in day-to-day production support
• Strong SQL skills
• Strong analytical and troubleshooting skills
• Knowledge of automation
• Working with third parties to resolve incidents
• Manipulating data with excel or other tools

Experience with the following technologies would be advantageous:

• ServiceNow
• Dynatrace & Splunk
• Confluence
• Jira
• PL/SQL
• Application Integrations
• Windows & Red Hat server

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.