Technical Support Senior Analyst - HIH - Evernorth
Core
Provide hands-on L2 production support for Evernorth Contact Center applications, focusing on CAI IVR, ensuring production stability and service reliability.
Role type
Senior IC technical support analyst (production support)
Builds
Contact Center platforms, infrastructure, data services, and observability tools
Domain
Healthcare + Contact Center technology
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Splunk, Dynatrace, Cyara, SQL (Oracle, PostgreSQL, SQL Server), NoSQL (MongoDB, Redis), REST/SOAP/GraphQL, MQ, Kafka, AWS, Azure, OpenShift, automation scripting, incident management, change management
Preferred skills
Cloud-native application support, container technologies, healthcare domain, IVR/call routing/conversational AI, ITSM tools
Technologies
Splunk, Dynatrace, Cyara, Oracle, PostgreSQL, SQL Server, MongoDB, Redis, Kafka, OpenShift, AWS, Azure
Responsibilities
Monitor and triage incidents via synthetic monitoring and observability platforms; Facilitate production bridge calls during critical failures; Assign and track defects with delivery and vendor teams; Maintain runbooks and troubleshooting documentation; Develop automated scripts for operational support; Analyze capacity and performance trends for proactive remediation; Provide rotational 24/7 on-call and weekend validation support.
Seniority
Senior, hands-on IC