Technical Support Analyst (.NET and Java Skills Required) at Cigna

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