Hiventures
Healthcare
HIH-ApplicationDevelopmentLeadAnalyst
Neural analysis suggests this role is
optimal for Mid candidates.
“HIH - Application Development Lead Analyst at Hiventures. Skills: Application Development Lead Analyst, L1/L2 Production Support, Enterprise healthcare applications, Incident triage, Escalation processes, Automation, Continuous improvement. Lead L1/L2 production support operations for enterprise healthcare applications. Manage incident triage and escalation processes to ensure timely resolution”
What You'll Achieve.
Enhance operational maturity across Evernorth’s technology platforms; Ensure timely resolution of incidents; Improve efficiency and reduce manual effort through automation; Track and report on SLA metrics, incident trends, and operational KPIs
Industry & Context.
Troubleshooting and diagnostic skills; Complex issue resolution
On-call schedules, Shift-based support environments
What They're Looking For.
Must Have
5 - 8 years of experience in IT production support or application operations, College degree (Bachelor) in Computer Science, Information Technology, or related field, 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, Scripting skills for automation (Python, PowerShell, Shell), Understanding of web applications, middleware, and distributed systems, Excellent communication and documentation skills, Demonstrated experience in enterprise production support leadership, Ability to navigate a geographically diverse team and communicate effectively, Familiarity with healthcare application landscapes and compliance requirements, Passion for operational excellence and service reliability
Nice to Have
ITIL v4 Foundation certification, Experience in 24/7 shift-based support environments, Good knowledge of SQL, PL/SQL, Good hands on with AWS Services and EKS
What You'll Do.
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
Manage on-call schedules
shift handover processes
and team coordination
Develop and maintain standard operating procedures
Track and report on SLA metrics
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
How You'll Work.
Team & Collaboration
Coordinate with L3 support teams and development for complex issue resolution; Lead knowledge transfer sessions and mentor junior support analysts; Ability to navigate a geographically diverse team and communicate effectively
Communication Scope
Excellent communication skills; Communicate effectively
Process & Methodology
Manage incident triage, Manage escalation processes, Manage on-call schedules, Manage shift handover processes, Manage vendor interactions
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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