Evernorth Health Services
Healthcare
ApplicationDevelopmentLeadAnalyst
Neural analysis suggests this role is
optimal for Lead candidates.
“Application Development Lead Analyst at Evernorth Health Services. Skills: Production support, Application development, Incident management, AWS. Lead L1/L2 production support operations. Manage incident triage”
What You'll Achieve.
Enhance operational maturity; Improve efficiency; Reduce manual effort; Improve support processes; Improve tooling
Industry & Context.
Troubleshooting; Diagnostics; Root cause analysis
On-call schedules, Shift handover processes
What They're Looking For.
Must Have
5 - 8 years of experience in IT production support or application operations, troubleshooting and diagnostic skills for enterprise applications, ITIL framework understanding, incident management experience, Familiarity with AWS cloud services, Familiarity with containerized applications, SQL skills for basic database queries, SQL skills for log analysis, Scripting skills for automation, Understanding of web applications, Understanding of middleware, Understanding of distributed systems, Excellent communication skills, Excellent documentation skills
Nice to Have
ITIL v4 Foundation certification, Experience in 24/7 shift-based support environments, Good knowledge of SQL, Good knowledge of PL/SQL, Good hands on with AWS Services, Good hands on with EKS
What You'll Do.
Lead L1/L2 production support operations
Manage incident triage
Manage escalation processes
Perform initial troubleshooting
Perform diagnostics for application issues
Perform diagnostics for infrastructure issues
Coordinate with L3 support teams
Coordinate with development for issue resolution
Maintain monitoring dashboards
Maintain health checks
Manage on-call schedules
Manage shift handover processes
Manage team coordination
Develop standard operating procedures
Maintain standard operating procedures
Develop knowledge base
Maintain knowledge base
Report on SLA metrics
Track incident trends
Report on incident trends
Track operational KPIs
Report on operational KPIs
Automate routine support tasks
Drive continuous improvement initiatives
Lead knowledge transfer sessions
Mentor junior support analysts
Manage vendor interactions
How You'll Work.
Team & Collaboration
Geographically diverse team; L3 support teams; Development teams
Communication Scope
Effective communication
Process & Methodology
Incident management
Full Job Description
**Application Development Lead Analyst - Technology L1/L2 Production Support ** _Position Overview_ As a Technology L1/L2 Production Support Lead Analyst, you will lead L1/L2 production support for enterprise healthcare applications. You will manage incident triage, escalation processes, and shift operations while driving automation and continuous improvement to enhance operational maturity across Evernorth’s technology platforms. _Responsibilities_ * Lead L1/L2 production support operations for enterprise healthcare applications. * Manage incident triage and escalation processes to ensure timely resolution. * Perform initial troubleshooting and diagnostics for application and infrastructure issues. * Coordinate with L3 support teams and development for complex issue resolution. * Maintain and update monitoring dashboards, alerts, and health checks. * Manage on-call schedules, shift handover processes, and team coordination. * Develop and maintain standard operating procedures, runbooks, and knowledge base. * Track and report on SLA metrics, incident trends, and operational KPIs. * Automate routine support tasks to improve efficiency and reduce manual effort. * Drive continuous improvement initiatives in support processes and tooling. * Lead knowledge transfer sessions and mentor junior support analysts. * Manage vendor interactions for third-party monitoring and support tools. _Qualifications:_ * 5 - 8 years of experience in IT production support or application operations. * College degree (Bachelor) in Computer Science, Information Technology, or related field. * Strong troubleshooting and diagnostic skills for enterprise applications. * ITIL framework understanding and incident management experience. * Familiarity with AWS cloud services and containerized applications. * Experience with monitoring tools (Splunk, Dynatrace, Nagios, AppDynamics). * Proficiency with ticketing systems (ServiceNow, JIRA). * SQL skills for basic database queries and log analysis. * Scr
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