Technical Support Senior Analyst - HIH - Evernorth

Position Overview

In this role, you will provide hands-on L2 production support for Evernorth Contact Center applications, with a focus on CAI IVR. You will serve as a key bridge between business, delivery, platform, vendor, and operations teams to ensure timely triage, resolution, and communication of production incidents and defects impacting internal and external customers.

This role is critical to maintaining production stability, application health, monitoring effectiveness, and service reliability across contact Center platforms, infrastructure, data services, and observability tools.

Responsibilities

·       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.

Qualifications

Required Skills:

•       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.

•       Strong understanding of cloud technologies, including AWS and Azure.

•       Experience triaging microservices, OpenShift-based applications, entity services, and UI issues.

•       Experience with automation and scripting for operational support, monitoring, validation, and repetitive production support tasks.

•       Flexibility and willingness to work in shifts, provide rotational on-call support, and support weekend production validations as needed.

•       High School Diploma required; Bachelor's degree preferred.

Required Experience & Education: 

•       3–5 years of relevant experience in application production support, technical support, monitoring, or contact center technology support.

•       Experience supporting enterprise-scale applications in an onshore/offshore delivery and vendor management model.

•       Proven experience supporting large-scale enterprise application solutions, including production operations, incident management, change management, and release validation.

•       College degree/Bachelor’s degree in a related technical or business area, or equivalent work experience.

Desired Experience:  

•       Exposure to cloud platforms, containers, and cloud-native application support.

•       Healthcare domain experience.

•       Contact Center, IVR, call routing, or conversational AI operations knowledge.

•       Experience with ITSM tools, incident lifecycle management, problem management, and operational documentation.

Location & Hours of Work

HIH, Hyderabad - 45 hours per week. Role may require rotational shift coverage, on-call support, and weekend production validation support as needed.

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.