Technical Support Analyst - Cigna Healthcare

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 & Malaysia.

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 emerging support team based in Cigna’s CHSI location in India and providing services to the International Health 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 and experienced Technical Support Analyst with strong Java, Red Hat Linux, AWS and SQL expertise. The successful candidate will have a proven background in Service Delivery, Application Management, Production Support, and Operational Support, with the ability to troubleshoot complex applications, investigate infrastructure and application alerts, analyse performance issues, and drive resolution across cloud-hosted environments. • Insurance or Financial services background would be a strong advantage. • Integrated applications – understand how applications, cloud infrastructure, databases, networks, and external services fit within the wider enterprise architecture. • Must have confidence to quickly learn the technical and functional aspects of complex services and cloud-hosted application platforms. • Ability to communicate effectively with technical and operations (non-technical) team members and provide clear updates during Incident and Problem management activities. • Working closely with Development, Cloud, Infrastructure, and Vendor teams to investigate Production incidents, perform technical triage, agree remediation plans, and support the release process as required. • Experience utilizing monitoring and observability tools such as Splunk and Dynatrace to perform log analysis, root cause identification, application monitoring, and Production issue investigation. • Collaborating with cross-functional teams to ensure the timely resolution of Production issues, Operational stability, Continuous Service Improvement, and adherence to Service Level Agreements (SLAs).

Behaviours • Self-Motivated • Problem Solver • Autonomous • Process Minded • Ambitious • Continuous Improvement Driven • Strong Communication Skills

Skills and Experience Candidates must have strong experience in the following areas: • Strong experience supporting and troubleshooting applications running in Java and Red Hat Linux environments, including system administration, performance analysis and incident resolution. • Solid knowledge of SQL querying, with the ability to investigate data-related issues and perform basic performance analysis. • Strong AWS support experience with the ability to perform end-to-end triage of infrastructure and application alerts across EC2, VPC, Route Tables, Security Groups, ALB/NLB, CloudWatch, IAM, ACM Certificates, S3, and ECS/EKS environments, including impact assessment, troubleshooting, and escalation management. • Experience supporting applications built using React Native for mobile application platforms. • Good understanding of networking fundamentals, including TCP/IP, DNS, load balancing, SSL/TLS and HTTP/HTTPS, along with web server technologies to support application troubleshooting and triage activities. • Experience using Splunk and Dynatrace for log analysis, troubleshooting, monitoring and root cause identification. • Hands-on experience with automation and scripting, leveraging tools and technologies to improve operational efficiency and reduce manual effort. • Proven incident management skills and a strong track record in day-to-day production support. • Strong analytical and troubleshooting skills, with the ability to maintain clear process and troubleshooting documentation for team use.

Advantages in having experience in the following areas: • AWS certifications such as AWS Certified Cloud Practitioner or completion of AWS Technical Essentials training. • Experience supporting cloud-hosted enterprise applications and working within an ITIL-based Production Support environment. • Experience leveraging Microsoft Copilot, Power Platform, Power Automate, Cursor and other AI-assisted tools to improve operational efficiency, automate repetitive tasks, streamline support processes and enhance productivity. • Exposure to .NET technologies and applications. • Experience with ServiceNow, Confluence, OKTA and Jira. • Knowledge of application integrations and support across interconnected systems.

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.