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.
- Robust troubleshooting and analytical skills for enterprise applications.
- ITIL framework knowledge and incident management experience.
- Experience with monitoring tools (Splunk, Dynatrace, AppDynamics).
- Proficiency with ticketing systems (ServiceNow, JIRA).
- Experience with AWS cloud services.
- SQL skills for database troubleshooting and data validation.
- Scripting experience (Python, PowerShell, Shell) for automation.
- Understanding of microservices and distributed system

📌 Application Development Senior Analyst (Hyderabad)
🏢 HIH Cigna Health Solutions India Private Limited – HIH
📍 Hyderabad