Technical Support Senior Advisor

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The Cigna Group

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10,000+

Description

• provide hands-on technical support and leadership for one of the Contact Center L2 Production Support team. • function as a bridge to the delivery and business teams. • driving efficiencies, quick turn around and quality resolution of production defects. • collaborate with Business and Delivery teams to meet standard SLA for resolving production defects. • initiates Change Management tickets as needed for reporting change orders and/or releases. • maintain process and troubleshooting documentation for Production Support resources. • coordinate with Vendor support teams.

Requirements

• 10+ years of experience. • 5+ years of experience with vendor management in an onshore/offshore model. • Proven experience with application production support, automation, architecture, design, and infrastructure knowledge on large-scale enterprise application solutions. • High School Diploma or equivalent required, Bachelor's preferred. • Working knowledge of and best practices in the administration and use of monitoring tools (Splunk, Dynatrace, Cyara). • Experience in SQL (Oracle, Postgress and SQL Server) and No SQL databases (Mongo, Redis). • Experience in Web Services (REST, SOAP, GraphQL). • Experience in distributed services (MQ, Kafka). • Excellent analytic troubleshooting skills and data driven testing techniques. • Experience working in a team-oriented, collaborative environment. • Self-starter that takes initiative to solve problems and learn quickly to fill knowledge gaps. • Strong focus on customer/business outcomes and is focused on results. • Strong written and verbal communication skills to efficiently collaborate with cross functional teams. • Strong understanding on Cloud technologies (AWS/Azure). • Experience in triaging micro services (Open Shift, Entity Services) and UI issues. • Experience in a production support capacity. • Experience in Automation and scripting.

Benefits

• comprehensive range of benefits with a focus on supporting your whole health. • health-related benefits including medical, vision, dental, and well-being and behavioral health programs. • 401(k) with company match. • company paid life insurance. • tuition reimbursement. • minimum of 18 days of paid time off per year. • paid holidays.