Technical Support Analyst

Kuala Lumpur - Malaysia

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Role title Technical Support Analyst

Organisation

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

Role

The Technical Support Analyst role will join our Production Support team responsible for supporting a portfolio of applications portals and services predominantly using Java technologies (C# .NET Core). Responsible for the oversight of day-to-day activities of the production environments.

The Production Support team provides several services for International Health (IH) including:

Application Support
24/7 Production Support
Monitoring triage 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 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 supporting new Web portals and backend services written technologies. Frontend (Web and backend environments) troubleshooting skills and a basic understanding of cloud deployment concepts will be essential for success.

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 to identify and agree remediation for identified defects supporting the release process as required.

Candidate profile

Cigna is specifically looking for a dynamic seasoned experienced Technical Support Analyst with strong Java (C# .NET Core) skills and demonstrable experience of web portals and backend services. You should be comfortable with Frontend troubleshooting backend & API debugging understand how APIs function and have the ability to use tools such as Postman to test API functionality. Experience with cloud services (Azure preferred) CI/CD pipelines and deployment troubleshooting is desirable.

An IT professional with strong skills in Production Support Application Management & Support processes Insurance or Financial services background would be a strong advantage.

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 members.

Behaviours

Strong Communication Skills

Self-Motivated

Problem Solver

Autonomous

Process Minded

Continuous Improvement Driven

Skills and Experience

Candidates must have strong experience in the following areas:

Troubleshooting Production Incidents
Incident Management Skills
Proven track record in day-to-day Production Support
.NET (C# .NET Core) debugging web and backend issues
JavaScript/TypeScript (for frontend troubleshooting)
Log Analysis & Monitoring
Handling Authentication issues OAUTH JWT and OKTA
Strong analytical and troubleshooting skills
Maintains process and troubleshooting documentation to be utilized by the team

Cigna uses the following tools experience in the following is desirable:

ServiceNow
Azure Monitor (or AWS CloudWatch)
Dynatrace & Splunk
Jira
OKTA
Confluence

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:

Role title Technical Support Analyst OrganisationCigna 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 Kuala Lumpur. Cigna are now prim...