Technical Support Senior Analyst

Bangalore, Karnataka
Permanent
Full-time

7 days ago

Role title – Technical Support Senior AnalystOrganisationCigna 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.RoleThe Technical Support Senior 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 profileCigna is specifically looking for a dynamic, seasoned, experienced Technical Support Senior 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.BehavioursStrong Communication SkillsSelf-MotivatedProblem SolverAutonomousProcess MindedContinuous Improvement DrivenSkills and ExperienceCandidates 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 GroupCigna 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.

Cigna

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