Technical Support Lead Analyst

2 weeks ago

Hyderabad, Telangana, India Evernorth Full time

About Evernorth:

Evernorth Health Services, a division of The Cigna Group (NYSE: CI), creates pharmacy, care, and benefits solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention, and treatment of illness and disease more accessible to millions of people.

Role Title: Technical Support Lead Analyst
Position Overview:

In this role, you will provide hands-on Technical support and leadership for one of our the Contact Center L2 Production Support team. You will function as a bridge to the delivery and business teams, driving efficiencies, quick turn around and quality resolution of production defects that are impacting internal and external customers. The focus of the work is to continue to enhanceour market winning capabilities in the Evernorth Contact Center support.

TheEvernorth Technology strategy is fully aligned with our business strategy, resulting in an opportunity for you to influence in various directions this includes technology\business direction but also recruiting and mentoring employees and influencing selection of and relationships with vendor resources to ultimately build and contribute within a world class Delivery Vertical.

This is a hands-on position with visibility to the highest levels ofEvernorth management who are motivated to see the successful results of our efforts.

Responsibilities:

  • Monitors and reviews incidents reported by business teams in Cisco Contact center application(UCCE).
  • Handle oversight and update of Incident Tickets, Service Request Issues, Root Cause Analysis, and /or Escalated Workarounds as needed.
  • Facilitates bridge calls in the event of critical job failures in production.
  • Assigns or escalates reporting defects to the delivery team and sees cases through completion.
  • Collaborates with Business and Delivery teams to meet standard SLA for resolving production defects.
  • Initiates Change Management tickets as needed for reporting change orders and/or releases.
  • May participate in the delivery teams meetings to coordinate production issues as well as to get information on upcoming reporting deliverables that may impact ongoing support.
  • Maintains process and troubleshooting documentation to be utilized by both US-based and offshore Production Support resources.
  • May be assigned to special projects that drive continuous improvement of services and production support processes.
  • Use, Design, and develop automated processes/scripts to maintain, upgrade, test, monitor DevOps pipelines for Multiple tools (e.g. Java Spring boot, Angular JS, Dynatrace, Splunk, Aternity, Tealeaf)
  • Work with development teams to leverage the build and release tool chain
  • Ensure awareness and knowledge of the testing phase of large, critical deliverables as required in operational support role
  • Design and implement processes that detect and remedy capacity limits before customers experience issues within the application
  • Work With stakeholders across various development, operations and quality teams
  • Should be available for 24/7 on call support and some weekend checkout support

Qualifications

Required Skills:

  • Exposure to/familiarity with Cisco Contact Center products (UCCE; Finesse)
  • Working knowledge of a scripting language (Python, Perl, etc.) and shell scripting (Powershell, Bash, etc.)
  • Working knowledge of SQL (Oracle, Postgress and SQL Server) and Non SQL databases (Mongo, Redis)
  • Working knowledge of and best practices in the administration and use of monitoring tools (Splunk, Aternity, Dynatrace)
  • Excellent analytic troubleshooting skills and data driven testing techniques
  • Can adapt to frequent, incremental code testing and deployment
  • Self-starter that takes initiative to solve problems and learn quickly to fill knowledge gaps
  • Strong focus on customer/business outcomes and is focused on results
  • Strong written and verbal communication skills to efficiently collaborate with cross functional teams.
  • Experience in Automation and scripting.
  • Self-motivated, quick learner and excellent customer service skills.
  • Exceptional verbal, written, interpersonal, and presentation skills
  • Experience working in a team-oriented, collaborative environment and ability to navigate within a matrix organization effectively, as well as collaborate with outsourced/offshore staff

Required Experience & Education:

  • 5-8 years of experience
  • 3+Proven experience as a peer lead in technical teams with a passion for the developing the talent within the team.
  • Experience with vendor management in an onshore/offshore model.
  • Proven experience with application production support, automation, and Infrastructure knowledge on large-scale enterprise application solutions.
  • College degree (Bachelor) in related technical/business areas or equivalent work experience.

Desired Experience:

  • Exposure to/familiarity with additional Contact Center products and technologies (Virtual Hold, Chat, IVRs, Campaign Dialers)
  • Exposure to Cloud technology (AWS) and SAAS products.
  • Contact Center operations knowledge, especially in the Healthcare industry

Location & Hours of Work:

  • Full-time position, working 40 hours per week. Expected overlap with US hours as appropriate
  • Primarily based in the Innovation Hub in Hyderabad, India in a hybrid working model (3 days WFO and 2 days WFH)

Equal Opportunity Statement

Evernorth is an Equal Opportunity Employer actively encouraging and supporting organization-wide involvement of staff in diversity, equity, and inclusion efforts to educate, inform and advance both internal practices and external work with diverse client populations

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