Technical Support Advisor - Hybrid

Cigna Healthcare • Franklin, TN

1d • Hybrid

About The Position

Bring your technical curiosity and calm problem-solving mindset to a team focused on reliable, high-performing technology. As a Technical Support Advisor, you will help protect the stability of critical production applications, guide complex issue resolution, and partner across technology and business teams to improve the experience for the people we serve. This role is ideal for someone who thrives in fast-moving environments, communicates clearly, and turns production challenges into stronger systems and smarter ways of working.

Requirements

• 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.

Nice To Haves

• Bachelor’s degree in computer science, information technology, engineering, or a related field.
• 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.

Responsibilities

• Lead triage and resolution for complex production issues, including Sev1 and Sev2 incidents, with a focus on restoring service quickly and reducing business impact.
• Coordinate incident bridges, document key decisions, and provide clear 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; use data and trend analysis to prevent repeat issues and improve operational reliability.
• Partner with engineering teams on code-related issues, release readiness, production deployments, and post-implementation validation.
• Maintain practical support documentation, runbooks, standard operating procedures, and knowledge articles that help teams respond with speed and consistency.
• Identify automation, monitoring, and process improvement opportunities that reduce manual effort and strengthen service performance.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level