Senior Technical Support Engineer
5 days ago
About Evernorth Health Services:
We are a leading provider of pharmacy, care, and benefits solutions to improve health and increase vitality. Our team is dedicated to making the prediction, prevention, and treatment of illness and disease more accessible to millions of people.
Technical Support Lead Analyst - IVR
Job Overview:
This role provides hands-on technical support and leadership for one of our Contact Center L2 Production Support teams. You will act as a bridge between delivery and business teams, driving efficiencies, quick turnarounds, and quality resolutions of production defects impacting internal and external customers.
The Evernorth Technology strategy aligns with our business goals, offering opportunities to influence in various directions – technology/business direction, recruiting and mentoring employees, and influencing vendor relationships to build a world-class delivery vertical.
This position involves hands-on work with high visibility to Evernorth management, who are motivated to see successful results from our efforts. The solution thought leadership and technical expertise across multiple disciplines will make you a go-to person for Production Support assignments.
Responsibilities:
- Monitor and review incidents reported by synthetic monitoring tools and business teams.
- Facilitate bridge calls in critical job failures in production.
- Assign or escalate reporting defects to the delivery team and track cases through completion.
- Collaborate with Business and Delivery teams to meet standard SLA for resolving production defects.
- Initiate Change Management tickets as needed for reporting change orders and/or releases.
- Participate in delivery team meetings to coordinate production issues and gather information on upcoming reporting deliverables affecting ongoing support.
- Maintain process and troubleshooting documentation for US-based and offshore Production Support resources.
- Lead special projects driving continuous improvement of services and production support processes.
- Develop automated processes/scripts to maintain, upgrade, test, monitor Production Applications.
- Design and implement processes detecting and remedying capacity limits before customer issues arise within the application.
- Work with stakeholders across development, operations, and quality teams.
- Be available for 24/7 on-call support and some weekend checkouts.
- Coordinate with Vendor support teams for identified product issues.
Qualifications:
Required Skills:
- Working knowledge of monitoring tools (Splunk, Dynatrace, Cyara) and best practices.
- Experience in SQL (Oracle, Postgres, SQL Server) and NoSQL databases (Mongo, Redis).
- Web Service experience (REST, SOAP, GraphQL).
- Distributed services experience (MQ, Kafka).
- High School Diploma required; Bachelor's preferred.
- Excellent analytic troubleshooting skills and data-driven testing techniques.
- Team-oriented, collaborative environment experience.
- Self-starter with initiative to solve problems and learn quickly to fill knowledge gaps.
- Strong focus on customer/business outcomes and results.
- Strong written and verbal communication skills for cross-functional team collaboration.
- Cloud technology understanding (AWS/Azure).
- Triaging microservices (Open Shift, Entity Services) and UI issues experience.
- Production support experience.
- Automation and scripting experience.
Experience & Education Requirements:
- 7+ years of experience.
- 3+ Proven experience leading/managing technical teams with talent development passion.
- 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:
- Cloud and Containers exposure.
- Healthcare experience.
- Contact Center operations knowledge.
- Mentoring and coaching team members.
Estimated Salary: $120,000 - $180,000 per year.
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