Technical Support Analyst

Role title – Technical Support Analyst

Organisation
Cigna is multinational organisation and a leading global health services Provider, dedicated to helping people improve their health, wellbeing and sense of security.

You'll be joining a global team with offices located in Nairobi. Cigna are now primarily following a hybrid work model with Production Support teams located in America, Europe, India & Malaysia.

Role

• The Technical Support Analyst role will join our Production Support team responsible for supporting a portfolio of applications, portals and services predominantly using Java and .NET technologies (C#, ASP.NET, .NET Core). Responsible for the oversight of day-to-day activities of the production environments.
• The Production Support team provides several services for International Health (IH) including: Application Support, 24/7 Production Support, Monitoring, triage, defect identification and remediation. Configuration updates, data fixes, ad-hoc reporting requests, Incident Management, Release Management, Change Management
• Collaborate across multiple interconnected teams to provide quick resolution to customer impacting incidents
• Responsible for working with business and IT Partners across the company to manage the services and provide technical support to the IT and business teams.
• Supporting new Web portals and backend services written using .NET technologies. Frontend (Web and backend environments) troubleshooting skills and a basic understanding of cloud deployment concepts will be essential for success.
• This role requires a good balance between providing technical guidance/analysis, resolving technical and data related tasks, and ensuing solution(s) align with Cigna best practices ways of working to exceed SLAs.
• Working with our development teams to identify and agree remediation for identified defects, supporting the release process as required.

Candidate profile

• Experienced Technical Support Analyst with strong Java and .NET (C#, ASP.NET, .NET Core) skills and demonstrable experience of supporting .NET, web portals and backend services.
• You should be comfortable with Frontend troubleshooting, backend & API debugging, understand how APIs function and have the ability to use tools such as Postman to test API functionality.
• Experience with cloud services (Azure preferred), CI/CD pipelines, and deployment troubleshooting is desirable.
• Strong appetite to own the day-to-day delivery against Service Level Agreements (SLA) and provide a high level of customer satisfaction. The motivation to drive change towards modernisation and automation across the team's processes and practices.
• An IT professional with strong skills in Production Support, Application Management & Support processes, Insurance or Financial services background would be a strong advantage.
• Must have confidence to quickly learn the technical and functional aspects of a complex service.
• Ability to communicate with technical and operations (non-technical) team members.

Behaviours

• Strong Communication Skills
• Self-Motivated
• Problem Solver
• Autonomous
• Process Minded
• Continuous Improvement Driven

Skills And Experience
Candidates must have strong experience in the following areas:

• Troubleshooting Production Incidents
• Incident Management Skills
• Proven track record in day-to-day Production Support
• .NET (C#, ASP.NET, .NET Core) – debugging web and backend issues
• JavaScript/TypeScript (for frontend troubleshooting)
• Log Analysis & Monitoring
• Handling Authentication issues, OAUTH, JWT and OKTA
• Strong analytical and troubleshooting skills
• Maintains process and troubleshooting documentation to be utilized by the team

Cigna uses the following tools, experience in the following is desirable:

• ServiceNow
• Azure Monitor (or AWS CloudWatch)
• Dynatrace & Splunk
• Jira
• OKTA
• Confluence

About Cigna Healthcare
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.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
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