Technical Support Lead Analyst

2 weeks ago

Hyderabad, Telangana, India Evernorth Health Services Full time

About EvernorthEvernorth 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 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 Position Overview The Technical Support Advisor role for the Cisco UCCE Service Operations team will be responsible for day-to-day operational support of incidents and requests related to the following enterprise technologies ICM CVP Finesse Dialer and CUIC The person in this role will work closely with their engineering counterparts to maintain and support the contact center infrastructure keeping it highly available and secure for our internal and external Cigna colleagues To ensure the success of the entire team the Technical Support Advisor will need to collaborate with teams across the organization to resolve technology issues and assist with enterprise projects Responsibilities Provide support on Cisco UCCE contact center infrastructure including CVP ICM Finesse Dialer and CUIC Collaborate with peers in other technology teams including voice application development network and server to resolve issues and ensure a stable secure environment Assist with the root cause analyses of managed incidents in the production environments Open and review support cases with vendors to resolve product related issues Document production support issues procedures tasks Provide patching maintenance and support of new and existing UCCE products and services Renew security certificates for our supported applications Proactively monitor and manage the contact center environment to ensure availability security and reliability for all technologies Participate in 24 7 on-call support rotation including weekends and holidays with the expectation of responding to EOCC managed incidents related to the contact center services within SLA Assist with the development of automated processes to ensure efficiencies Provide knowledge transfers to the service desk teams for common technical issues QualificationsRequired Skills Overall 5-8 years of experience out of which at least 3 years of Cisco UCCE engineering support experience Preferred experience with Cisco CUCM SIP VoIP SBCs and CUSP Experience using ServiceNow Strong communication skills Required Experience Education High school diploma or equivalent Desired Experience Microsoft certifications are preferred Prior experience scripting in CVP ICM preferred

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