Technical Support Lead Analyst - Cigna Healthcare
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Job Description
Structured overview of role & requirementsAbout This Role
Provide Level 2 production support for IBM i / AS400 business-critical applications, focusing on incident resolution, system monitoring, batch operations, and controlled configuration/data changes.
Analyze and troubleshoot using RPG code knowledge, perform root cause analysis, and coordinate with L3 development teams for permanent fixes.
Manage operational support during critical transaction windows and batch processing; maintain service stability through ITIL-aligned processes and effective communication with L1, L3, and business stakeholders.
Minimum Requirements
Strong knowledge of IBM i / AS400 platform and RPG (RPGLE or RPG IV) programming for troubleshooting and analysis.
Proven experience in Level 2 application production support supporting business-critical transactional systems and batch operations.
Experience with ITIL-aligned incident, request, problem, and change management processes; familiarity with ServiceNow and Jira preferred.
Work Experience Required: Proven experience in Level 2 application production support; rotational or on-call support experience included.
Ideal Candidate Profile
Experienced in high-pressure production support environments with focus on operational recovery and incident management for mission-critical systems.
Comfortable working in ITIL-aligned and Agile environments, collaborating across support tiers and with infrastructure and development teams.
Familiarity with policy administration systems or core business platforms in regulated sectors like healthcare, insurance, or financial services is a plus.