Technical Support Analyst - Cigna Healthcare

Overview

Join Cigna’s Production Support team as a Technical Support Analyst supporting a portfolio of applications, databases and services for the International Health business. The role provides technical guidance and analysis, resolves technical and data-related tasks, manages production releases and supports service delivery across cloud-hosted environments.

What you'll do

• Support applications, databases and services across production and lower environments.
• Provide application support, 24/7 production support, monitoring, batch support and optimisation, defect identification and remediation.
• Perform configuration updates, data fixes and ad-hoc reporting requests.
• Manage incidents, releases and changes.
• Collaborate across interconnected teams to quickly resolve customer-impacting incidents.
• Own day-to-day delivery against Service Level Agreements and provide a high level of customer satisfaction.
• Drive change towards modernisation and automation across team processes and practices.
• Work with business and IT partners to manage services and provide technical support to IT and business teams.
• Take ownership of IT control processes for applications and support the production release process.
• Work closely with development teams to understand and manage the release process.
• Follow and improve governance processes.
• Troubleshoot complex applications, investigate infrastructure and application alerts, analyse performance issues and drive resolution across cloud-hosted environments.
• Communicate technical and functional updates during Incident and Problem Management activities.
• Work with Development, Cloud, Infrastructure and Vendor teams to investigate production incidents, perform technical triage, agree remediation plans and support releases.
• Use monitoring and observability tools for log analysis, root cause identification, application monitoring and production issue investigation.
• Collaborate with cross-functional teams to support timely production issue resolution, operational stability, continuous service improvement and SLA adherence.
• Support and troubleshoot applications running in Java and Red Hat Linux environments, including system administration, performance analysis and incident resolution.
• Investigate data-related issues and perform basic performance analysis using SQL queries.
• Perform end-to-end triage of AWS infrastructure and application alerts, including impact assessment, troubleshooting and escalation management.
• Support applications built using React Native for mobile application platforms.
• Apply networking fundamentals and web server technologies to application troubleshooting and triage.
• Use Splunk and Dynatrace for log analysis, troubleshooting, monitoring and root cause identification.
• Use automation and scripting to improve operational efficiency and reduce manual effort.
• Manage incidents and provide day-to-day production support.
• Maintain clear process and troubleshooting documentation for team use.

What you'll need

• Strong Java, Red Hat Linux, AWS and SQL expertise.
• A proven background in Service Delivery, Application Management, Production Support and Operational Support.
• 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.
• 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 across EC2, VPC, Route Tables, Security Groups, ALB/NLB, CloudWatch, IAM, ACM Certificates, S3 and ECS/EKS environments.
• 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.
• Experience 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.
• Proven incident management skills and a strong track record in day-to-day production support.
• Strong analytical and troubleshooting skills.
• Ability to maintain clear process and troubleshooting documentation for team use.
• Self-Motivated.
• Problem Solver.
• Autonomous.
• Process Minded.
• Ambitious.
• Continuous Improvement Driven.
• Strong Communication Skills.

Nice to have

• Insurance or Financial services background.
• 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.

Details

• Location: Bengaluru, India.
• The organisation primarily follows a hybrid work model.
• Production Support teams are located in America, Europe, India and Malaysia.
• 24/7 production support is provided.
• The role supports the International Health business.