Technical Support Senior Analyst - HIH - Evernorth

Overview

Provide hands-on L2 production support for Evernorth Contact Center applications, with a focus on CAI IVR, to ensure timely triage, resolution, and communication of production incidents and defects.

What you'll do

• Monitor, review, and triage incidents from synthetic monitoring tools, observability platforms, and business teams.
• Facilitate production bridge calls during critical failures with impact assessment and stakeholder updates.
• Assign, escalate, and track defects with delivery, platform, vendor, and engineering teams through completion.
• Collaborate with teams to meet agreed SLAs for production incidents, defects, and service interruptions.
• Initiate and support change management for production fixes, portfolio releases, validations, and weekend checkout support.
• Maintain runbooks, troubleshooting guides, process documentation, and knowledge articles for US-based and offshore support.
• Provide rotational 24/7 on-call support and weekend validation support as required.

What you'll need

• 3–5 years of relevant experience in application production support, technical support, monitoring, or contact center technology support.
• Hands-on experience with monitoring, observability, and synthetic monitoring tools including Splunk, Dynatrace, and Cyara.
• Strong SQL troubleshooting experience with Oracle, PostgreSQL, and SQL Server, plus knowledge of MongoDB and Redis.
• Experience troubleshooting web services and APIs including REST, SOAP, and GraphQL.
• Experience supporting distributed services and messaging platforms such as MQ and Kafka.
• Strong written and verbal communication skills for cross-functional collaboration.
• High School Diploma required; Bachelor’s degree preferred.

Details

• Location: HIH, Hyderabad.
• Hours: 45 hours per week.
• Role may require rotational shift coverage, on-call support, and weekend production validation support as needed.