Technical Support Analyst
Technical Support Analyst
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Job Description
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.
Youll 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 daytoday 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 adhoc 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 daytoday 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 teams 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 (nontechnical) team member
Behaviours
SelfMotivated
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 daytoday 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.Required Experience:
IC
Employment Type
Full-Time
