HIH - Technical Support Lead Analyst - HIH

Position Overview

Job Title

Technical Support Lead Analyst
The EOCC Level 2 Ops team provides IT infrastructure services and support to internal and external Cigna customers.  In this role, you will provide solutions to a variety of technical problems of moderate scope and complexity.  The EOCC Level 2 team responds to technical issues that are reported to us via eyes on glass monitoring, ServiceNow Incidents, and User reports.  The EOCC L2 team performs triage, resolution, and coordinates/leads managed incident calls to assist with troubleshooting and issue resolution for high priority incidents that impact the enterprise.

 Job Overview:

This position works under general supervision and follows established procedures to perform work with a high degree of accuracy and efficiency

The Evernorth 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.

Responsibilities:

This is a hands-on position with visibility to the highest levels of Evernorth management who are motivated to see the successful results of our efforts. The solution focuses on enabling this change using the latest technologies and development techniques

Responsible for responding to technical issues that are reported to us via eyes on glass monitoring, ServiceNow Incidents, and User reports.
Demonstrate strong leadership and effective communication skills while coordinating and leading managed incident calls.
Provide Level 2.5 troubleshooting and incident resolution. Identifies opportunities and drives process improvements. Partners with other teams within and outside of the org to increase the quality of alerts/Incidents coming to the team.Drive a culture of continuous improvement and accountability

Qualifications:

Total 5-8 years of experience required 5 years direct Technology experience preferred Proven experience leading/managing technical teams with a passion for developing the talent within the team.  Experience with vendor management in an onshore/offshore model

Skills:

Strong written and verbal communication skills with the ability to interact with all levels of the organization. Strong interpersonal/relationship management skills. Troubleshooting and problems-solving.
Well-versed in tools such as Splunk,
NewRelic, Dynatrace and a holistic understanding of Technology Functions. Have good understanding of on and off prem cloud solutions. System Administration proficiency with UNIX, Linux, and Windows operating systems. Experience with virtualizations (VMWare tools)Strong understanding of Citrix environments.
General network knowledge of WAN, LAN, TCP/IP, Load balancers, Etc. Ability to manage and troubleshoot general database issues

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.

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit 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. Join us in driving growth and improving lives.