Technical Support Senior Analyst - Cigna Healthcare

Cigna · Insurance

Bengaluru, India
On-site
Posted today
Healthcare & Life Sciences

About the job

Role Summary

This role is responsible for providing first-line and Level 2 application support for business-critical applications running on the IBM i (AS400) platform.

The analyst will focus on incident resolution, service request fulfillment, monitoring, operational support, troubleshooting, and customer communication to help ensure stable and reliable business operations.

This is an excellent opportunity for someone with application support experience who enjoys problem solving and investigating technical issues. Previous RPG development experience is not required. The successful candidate will demonstrate strong analytical thinking, a desire to learn, and the ability to work effectively within a production support environment.

Over time, the role provides opportunities to develop deeper IBM i technical knowledge, SQL skills, and application support expertise.

Role Overview

You will support the Policy Administration System running on IBM i, ensuring smooth day-to-day operations and stability, particularly across overnight batch processing and critical transaction windows .

The role operates within an Agile and ITIL-aligned environment, working closely with support, development, infrastructure, and business teams to investigate issues, coordinate resolutions, and improve service quality.

Key Responsibilities

Incident & Request Management

Manage incidents and service requests through ServiceNow

Perform initial investigation, diagnosis, and triage of reported issues

Ensure tickets are updated accurately and resolved within agreed service levels

Escalate issues appropriately when additional expertise is required

Provide timely updates to users and stakeholders regarding ticket progress

Support users in resolving application-related issues

Application Troubleshooting & Analysis

Investigate incidents using available support tools, logs, reports, and system information

Gather relevant information to identify the cause of issues

Apply logical problem-solving techniques to diagnose faults

Work with senior analysts and development teams to resolve complex incidents

Document investigation findings and resolution activities

Contribute to root cause analysis activities for recurring issues

Operational & Batch Support

Monitor application processing and operational activities

Support daily and end-of-day operational processes

Identify and report failures or processing issues

Assist in investigating batch processing exceptions and failures

Support rotational out-of-hours or on-call activities where required

Monitoring & Service Health

Monitor application alerts and operational dashboards

Respond to operational issues in accordance with support procedures

Identify recurring issues and trends

Escalate potential service risks in a timely manner

Support continuous improvement initiatives to improve service stability

Customer & Stakeholder Support

Provide professional and responsive support to business users

Build positive relationships with customers and support teams

Maintain regular communication throughout the incident lifecycle

Ensure users are informed of progress and resolution outcomes

Demonstrate strong customer service skills and a commitment to service excellence

Documentation & Knowledge Management

Create and maintain knowledge articles and support documentation

Document incident resolutions and troubleshooting steps

Contribute to support runbooks and operational procedures

Participate in knowledge-sharing activities within the team

Learning & Development

Develop knowledge of IBM i applications and business processes

Build understanding of SQL, databases, and data investigation techniques

Learn support tools, monitoring solutions, and operational processes

Participate in training and mentoring opportunities provided by senior team members

Progressively develop technical capabilities to support career growth within the team

Qualifications / Knowledge

Technical Skills

Essential

Experience supporting applications, business systems, or technology services

Understanding of application support and incident management processes

Familiarity with service management tools such as ServiceNow, Jira, or similar

Basic understanding of databases and data concepts

Ability to troubleshoot issues using a logical and structured approach

Strong Microsoft Office skills, particularly Excel

Desirable

Exposure to IBM i (AS400) environments

Basic SQL knowledge

Understanding of batch processing concepts

Experience using monitoring tools

Exposure to Agile or ITIL environments

Experience

Essential

Experience working within an Application Support, Service Desk, Operations Support, or Technology Support environment

Experience handling incidents, service requests, or customer support cases

Experience communicating with business users and stakeholders

Demonstrated ability to investigate and resolve technical issues

Desirable

Experience supporting enterprise applications

Experience within healthcare, insurance, financial services, or other regulated industries

Exposure to production support environments

Experience working within SLA-driven support teams

Soft Skills

Strong analytical and logical thinking skills

Excellent problem-solving ability

Curious and eager to learn new technologies

Strong customer focus and service mindset

Ability to work effectively under pressure

Good written and verbal communication skills

Strong attention to detail

Team player with a collaborative approach

Ability to prioritize and manage multiple tasks effectively

Demonstrates ownership and accountability for work assigned

Preferred Qualifications

Degree or equivalent experience in Information Technology, Computer Science, Business Information Systems, or a related discipline

ITIL Foundation certification (or willingness to obtain)

ServiceNow experience

Basic SQL training or certification

Career Progression

This role provides a pathway into more senior IBM i application support positions. Successful candidates will have opportunities to develop advanced IBM i platform knowledge, SQL capabilities, root cause analysis skills, and application troubleshooting expertise, with potential for progression.

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

Apply on Cigna