onsite
Technical Support Senior Analyst - HIH - Evernorth - The Cigna Group
Software Engineer
We're looking for a Software Engineer focused on delivering exceptional customer experiences. This senior role requires 5+ years of relevant experience.
About the role
- Monitor, review, and triage incidents reported through synthetic monitoring tools, observability platforms, and business teams.
- Facilitate production bridge calls during critical failures, ensuring timely coordination, impact assessment, stakeholder updates, and issue resolution.
- Assign, escalate, and track reported defects with delivery, platform, vendor, and engineering teams through completion.
- Collaborate with business and delivery teams to meet agreed SLAs for resolving production incidents, defects, and service interruptions.
- Initiate and support change management activities for production fixes, portfolio releases, validations, and weekend checkout support.
- Participate in delivery and operational readiness discussions to understand upcoming releases, platform changes, and support impacts.
- Maintain runbooks, troubleshooting guides, process documentation, and knowledge articles for US-based and offshore production support resources.
- Support continuous improvement initiatives that improve monitoring, automation, alerting, resiliency, and production support efficiency.
- Use, design, and develop automated processes or scripts to maintain, upgrade, test, validate, and monitor production applications.
- Analyse application capacity, performance trends, and recurring issues to identify proactive remediation opportunities before customers are impacted.
- Work with stakeholders across development, operations, quality engineering, infrastructure, and vendor support teams.
- Provide rotational 24/7 on-call support and weekend validation support as required.
- Coordinate with vendor support teams for issues identified in third-party products, platforms, or tools.
- Hands-on experience administering and using monitoring, observability, and synthetic monitoring tools such as Splunk, Dynatrace, and Cyara.
- Strong SQL troubleshooting experience with Oracle, PostgreSQL, and SQL Server, along with working knowledge of NoSQL databases such as MongoDB and Redis.
- Experience troubleshooting web services and APIs, including REST, SOAP, and GraphQL.
- Experience supporting distributed services and messaging platforms such as MQ and Kafka.
- Experience with application capacity, performance, resiliency, and health-check tools.
- Strong analytical troubleshooting skills with experience using logs, metrics, traces, alerts, and data-driven validation techniques.
- Experience working in a team-oriented, collaborative production support environment.
- Self-starter with the ability to take ownership, learn quickly, solve problems, and close knowledge gaps.
- Strong focus on customer experience, business outcomes, service reliability, and measurable results.
- Strong written and verbal communication skills with the ability to collaborate effectively across cross-functional technical and business teams.