Technical Support Lead Analyst

5 days 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.

Technical Support Lead Analyst - IVR
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. The solution thought leadership and technical expertise across multiple disciplines and will be a go-to person for Production Support assignments.

Responsibilities:

  • Monitors and reviews incidents reported by synthetic monitoring tools and business teams.
  • 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 Production Applications
  • 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
  • Coordinate with Vendor support teams for any issues identified in their products.

Qualifications

Required Skills:

  • Working knowledge of and best practices in the administration and use of monitoring tools (Splunk, Dynatrace, Cyara)
  • Experience in SQL (Oracle, Postgress and SQL Server) and No SQL databases (Mongo, Redis)
  • Experience in Web Services (REST, SOAP, GraphQL)
  • Experience in distributed services (MQ, Kafka)
  • High School Diploma required; Bachelor's preferred
  • Excellent analytic troubleshooting skills and data driven testing techniques
  • Experience working in a team-oriented, collaborative environment
  • 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.
  • Strong understanding on Cloud technologies (AWS/Azure)
  • Experience in triaging micro services (Open Shift, Entity Services) and UI issues
  • Experience in a production support capacity.
  • Experience in Automation and scripting.

Required Experience & Education:

  • 7+ years of experience
  • 3+Proven experience leading/managing technical teams with a passion for the developing the talent within the team.
  • Proven experience with application production support, Automation, architecture, design, 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 Cloud and Containersproducts
  • Healthcare experience
  • Contact Center operations knowledge
  • Mentoring and coachingof team members

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