The job profile for this position is HIH - Application Development Senior Analyst, which is a Band 3 Senior Contributor Career Track Role.
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Application Development Senior Analyst - Technology L1/L2 Production Support
Position Overview
As a Technology L1/L2 Production Support Senior Analyst, you will provide L2 production support for enterprise healthcare applications. You will perform in-depth troubleshooting, manage incident resolution within SLAs, and drive automation and process improvement across Evernorth’s technology operations.
Responsibilities
Provide L2 production support for enterprise healthcare applications and services.
Perform in-depth troubleshooting and root cause analysis for complex application issues.




Manage and resolve P1/P2 incidents within defined SLA timelines.
Coordinate with development teams for defect resolution and hot fixes.
Create and maintain monitoring dashboards, alerts, and automated health checks.
Develop and update runbooks, SOPs, and operational documentation.
Automate routine support tasks using scripts (Python, PowerShell, Shell).
Analyze incident trends and recommend improvements to reduce recurring issues.
Mentor junior support analysts on troubleshooting techniques and best practices.
Participate in change management and release support activities.
Manage vendor interactions for third-party monitoring and support tools.
Lead shift operations and ensure smooth handover between shifts.
Qualifications:
3 - 5 years of experience in production support or IT operations.
College degree (Bachelor) in Computer Science, Information Technology, or related field.
Strong troubleshooting and analytical skills for enter

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