Application Development Analyst -Technology L1/L2 Production Support

Position Overview

As a Technology L1/L2 Production Support Analyst, you will monitor enterprise healthcare applications for availability and performance. You will respond to incidents, perform initial troubleshooting using established procedures, and ensure effective communication of incident status to supportEvernorth’stechnology operations.

Responsibilities

• Monitor enterprise healthcare applications for availability and performance.

  
  

• Respond to and triage incoming incidents based on severity and priority.

  
  

• Perform L1 troubleshooting using established runbooks and standard procedures.

  
  

• Escalate complex issues to L2/L3 support teams with proper documentation.

  
  

• Document incidents and resolutions in the ticketing system (ServiceNow/JIRA).

  
  

• Participate in health checks, application restarts, and basic remediation tasks.

  
  

• Support basic monitoring dashboard maintenance and alert management.

  
  

• Communicate incident status updates to stakeholders and management.

  
  

• Maintain knowledge base documentation and contribute learnings from incident resolution.

  
  

• Participate in shift handover processes and daily status calls.

  
  

Qualifications:

• 1- 3years of experience in IT support or operations.

  
  

• College degree (Bachelor) in Computer Science, Information Technology, or related field.

  
  

• Basic understanding of enterprise applications and web technologies.

  
  

• Familiarity with ticketing systems (ServiceNow, JIRA).

  
  

• Basic monitoring tool knowledge.

  
  

• Good verbal and written communication skills.

  
  

• Ability to follow documented procedures and runbooks.

  
  

• Willingness to work in a 24/7 shift-based model.

  
  

• Strong analytical skills.

  
  

Preferred Qualifications:

• Exposure to ITIL processes.

  
  

• Basic SQL knowledge.

  
  

• Exposure to production environments.

  
  

Industry / Domain Experience Needed: 

• Demonstrated experience in IT support or help desk operations.

  
  

• Ability to navigate a geographically diverse team and communicate effectively.

  
  

• Familiarity with enterprise application monitoring basics.

  
  

• Passion for analysis and learning to grow, adapt to a fast-changing environment.

  
  

Location & Hours of Work

Full-time position, working 40 hours per week. Primarily based in the Innovation Hub in Hyderabad, India, with flexibility to work remotely as required.

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.