Technical Support Advisor

The Cigna Group

Technical Support Advisor stabilizing critical production applications for Evernorth Health Services, a pharmacy, care, and benefits solutions provider. Leading major-incident resolution, monitoring, root-cause analysis, and reliability improvements.

Posted 8/10/2026full-timeFranklin • Tennessee • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT production support and incident management, with a strong focus on troubleshooting, root cause analysis, and process improvement. Proficient in utilizing monitoring tools and scripting for automation while effectively communicating technical issues to diverse stakeholders.

Highest-signal resume keywords

IT Production SupportIncident ManagementSQL Data ValidationMonitoring Tools ExperienceITIL Foundation Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingRoot Cause AnalysisLog ReviewBasic ScriptingData Analysis

Soft Skills

CollaborationCustomer-Focused JudgmentClear CommunicationOwnershipAbility to Manage Priorities

Tools & Technologies

SplunkDynatraceKibanaServiceNowJira

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

High-Availability EnvironmentBusiness-Critical ApplicationsContinuous ImprovementHealthcareFinancial Services

Tech Stack

Tools & technologies

CloudMicroservicesPythonServiceNowSplunkSQL

About the role

Key responsibilities & impact

Lead triage and resolution for complex production issues, including Sev1 and Sev2 incidents
Coordinate incident bridges, document key decisions, and provide updates to business, infrastructure, database, network, and development partners
Analyze application logs, alerts, batch jobs, interfaces, and performance trends to identify root cause, workarounds, and corrective actions
Monitor application health, availability, and stability and use data and trend analysis to prevent repeat issues
Partner with engineering teams on code-related issues, release readiness, production deployments, and post-implementation validation
Maintain support documentation, runbooks, standard operating procedures, and knowledge articles
Identify automation, monitoring, and process improvement opportunities to reduce manual effort and strengthen service performance

Requirements

What you’ll need

Minimum of 4 years of experience in IT production support, application support, technical support, or technology operations
Experience supporting business-critical applications in a 24x7 or high-availability environment
Experience handling major incidents, outage communications, root cause analysis, and corrective action planning
Working knowledge of ITIL-based Incident, Problem, and Change Management practices
Strong troubleshooting and analytical skills, including log review and data validation using SQL or similar query methods
Experience with monitoring, alerting, and ticketing tools such as Splunk, Dynatrace, Kibana, ELK, ServiceNow, Jira, or similar platforms
Ability to explain technical issues in clear, business-friendly language and manage multiple priorities under pressure
Demonstrated collaboration, ownership, and customer-focused judgment when working with cross-functional teams
Basic scripting experience, such as PowerShell, Python, or Shell, to support diagnostics or automation
Exposure to cloud platforms, CI/CD practices, DevOps concepts, microservices, containers, middleware, message queues, or event-driven architecture
ITIL Foundation certification or experience serving as an Incident Manager, Problem Manager, or mentor to junior support analysts
Experience supporting customer-facing applications or working in healthcare, financial services, insurance, retail, or another regulated industry
Experience creating executive-level incident summaries, operational reports, SLA/OLA tracking, capacity planning, or continuous improvement updates
If working at home occasionally or permanently, cable broadband or fiber optic internet service with at least 10Mbps download/5Mbps upload is required

Benefits

Comp & perks

Hybrid work arrangement
Work-from-home option, occasionally or permanently, subject to cable broadband or fiber optic internet service with at least 10Mbps download/5Mbps upload
Tobacco/nicotine cessation program eligibility where applicable
Reasonable accommodation support for the application process