Technical Support Analyst

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.

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, portals and services predominantly using .NET technologies (C#, ASP.NET, .NET Core) and Java/SQL. Responsible for the oversight of day-to-day activities of the production environments.

This role requires flexibility to work in rotational shift patterns and participate in an on-call support schedule to ensure 24/7 coverage.

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, Release and 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 supporting new Web Applications and backend services written using .NET 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 .NET (C#, ASP.NET, .NET Core), strong Java/SQL skills and demonstrable experience of supporting .NET, Web Applications 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 Powershell and Scripting knowledge.

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.

Must be willing to work a rotating shift and on-call rotas.

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:

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

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

• ServiceNow
• Dynatrace, Splunk & AWS CloudWatch
• Jira
• OKTA
• Confluence

About The Cigna Group