What are the responsibilities and job description for the Technical Support Lead Analyst position at The Cigna Group?
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The Enterprise Operations Command Center (EOCC) strives for better patient and client outcomes by ensuring availability and achieving higher reliability of our IT infrastructure by driving down resolution times through enhanced situational awareness and accountability.
Responsibilities
The EOCC Event Management team provides IT infrastructure services and support to internal and external Cigna (and subsidiaries) customers. This position will provide solutions to a variety of technical problems of moderate to higher scope and complexity.
The Technical Support Lead Analyst acts as a support for a team and drives process improvement for the team. This role should be able to complete all activities in the Technical Analyst role and Technical Senior Analyst role but with autonomy and less supervision.
Higher level troubleshooting on more complex issues with a solid foundation of technical skills.
Ability to complete documentation and update Knowledge Base (KB) articles with a high degree of efficiency and accuracy. Ability to lead a team with strong interpersonal skills and coordinate between management and the team. Ensure the team is following established procedures and understands new processes. Will be first escalation point for any issues within the team and alert management.
Individuals will drive and promote the development of new procedures and processes in accordance with confidentiality, security, regulatory compliance, and policy requirements.
Job Duties
Perform eyes-on-glass monitoring of our IT infrastructure using a variety of business standard and Express Scripts developed tools.
Raise incident tickets
Triage and resolve IT tickets in response to monitoring user-reported issues
Answer phone calls from internal customers reporting multi-user impacting incidents
Maintain the health of our IT environment by correlating ongoing monitoring alerts with active changes and incidents
Provides guidance and support for new hires across multiple lines of business within our systems
Promotes a good positive culture at work
Responsible for the delivery of specific delegated tasks by a supervisor
Create Standard Operating Procedures (SOPs) for the handling of IT incidents.
Completes day-to-day tasks without immediate supervision within the appropriate quality targets
Executes tasks involving a degree of forward planning and anticipation of needs/issues
Update the "EOCC - Dist Ops Team" and Webex Messaging Space by pinning name as the role of EM
to the channel.
Respond to internal communication within a timely manner.
Works with peers to develop their technical skills and answer operational questions
Helps resolve non-routine issues escalated from other team members
Works with leadership to ensure processes and procedures are followed and opportunities for improvement are identified and investigated
CTASKs are assigned to team members, on shift that are available, for completion. Timed disables should
be scheduled 15-30 minutes prior to the actual start listed in CTASK or CHG.It is an EM’s primary function to determine or confirm impact, and priority of incoming requests by asking the 9 SOP standard questions, assigning Line and Agent, and properly updating short descriptions to SOP standards so they are properly displayed when active on Commport and MINC Portals.
Perform eyes-on-glass monitoring of our IT infrastructure using a variety of business standard and Express Scripts developed tools.
Raise incident tickets in response to monitoring
Triage and resolve IT tickets in response to monitoring and user-reported issues
Answer phone calls from internal customers reporting multi-user impacting incidents
Maintain the health of our IT environment by correlating ongoing monitoring alerts with active changes and incidents
Provides guidance for new hires within our systems
Promotes a good culture of work
Responsible for the delivery of specific delegated tasks by a supervisor
Create Standard Operating Procedures (SOPs) for the handling of IT incidents.
Completes day-to-day tasks without immediate supervision within the appropriate quality
targets
Executes tasks involving a degree of forward planning and anticipation of needs/issues
Update the "EOCC - Dist Ops Team" and Webex Messaging Space by pinning name as the role of EM to the channel.
Respond to the internal communication within a timely manner.
Works with peers to develop their technical skills and answer operational questions
Helps resolve non-routine issues escalated from other team members.
Works with leadership to ensure processes and procedures are followed and opportunities for improvement are identified and investigated
It is an EM’s primary function to determine or confirm impact, and priority of incoming requests by asking the 9 SOP standard questions, assigning Line and Agent, and properly updating short descriptions to SOP standards so they are properly displayed when active on Commport and MINC Portals.
CTASKs are assigned to team members, on shift that are available, for completion. Timed disables should be scheduled 15-30 minutes prior to the actual start listed in Ctask or CHG.
Skills
System Administration skills of UNIX, Linux, and Windows operating systems required.
Proficient network knowledge of WANs and LANs required.
Confident with reading language scripting and navigate command line to execute
Basic experience working in a multi-platform distributed environment required.
Minimum 1-3 years direct IT experience preferred.
Strong interpersonal, written, and verbal communication skills are required.
Strong organizational skills.
Ability to work in a fast-paced environment and a collaborative, team-orientated attitude are required.
Experience with one or more of the following tools preferable:
ServiceNow
New Relic
Dynatrace
Splunk
Pivitol Platform – AppExpress
Confluence
Sharepoint
Microsoft Applications
Webex
Please Note: Candidate MUST be a current contractor with Cigna Healthcare, Evernorth Health Services, or one of their subsidiaries.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.
