IT Service Analyst

The Cigna Group; Bengaluru; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A leading healthcare company seeks an IT Service Analyst in Bengaluru, India, to manage IT Disaster Recovery events and collaborate with stakeholders for successful delivery. Candidates should have 5+ years in IT service delivery and strong critical thinking skills. This full-time role requires familiarity with ITSM processes and the ability to work weekends. Join us to drive growth and improve lives in a fast-paced healthcare environment.

Qualifications

• 5+ years of experience in IT service delivery, service management, or process improvement within a technology function.
• 3–5 years of relevant experience in an IT Disaster Recovery role within a large or complex organisation.

Responsibilities

• Execute IT Disaster Recovery events across the organisation.
• Own and manage the Service Impacting Release (SIR) window.
• Maintain and evolve the IT DR testing schedule.
• Drive continuous improvement in DR processes and documentation.

Skills

IT Disaster Recovery

Planning and organisational skills

Attention to detail

Communication skills

Critical thinking

Agile methodologies

Tools

JIRA

ServiceNow

CMDB

Job description

Join to apply for the IT Service Analyst role at The Cigna Group.

Key Responsibilities

• Execute IT Disaster Recovery events across the organisation, working in‑person with stakeholders to ensure successful delivery, accurate documentation, and timely closure of all actions.
• Own and manage our Service Impacting Release (SIR) window, ensuring the process is followed rigorously and all efforts are made to minimise risk, maintaining our strong track record of successful releases.
• Execute the planning, coordination, and execution of IT DR events across critical business services.
• Ensure all documentation and evidence from DR events is complete, accurate, and audit ready.
• Collaborate with the current IT DR Analyst to learn, deliver, and enhance the IT DR programme.
• Maintain and evolve the IT DR testing schedule, including tabletop exercises and scenario‑based testing.
• Identify and manage DR plan owners and coordinators for Tier 1 and Tier 2 applications and services.
• Maintain and update DR records and artefacts in relevant systems (e.g., JIRA, ServiceNow, CMDB).
• Drive continuous improvement in DR processes and documentation, ensuring alignment with regulatory and industry standards (e.g., DORA).
• Work closely with the Data & Analytics Lead to understand IT service delivery metrics and identify opportunities to improve team efficiency and processes within the department.
• Apply critical thinking to assess the impact of proposed process changes across the organisation.
• Build strong relationships with stakeholders across IT, Risk, BCP, and technical teams.
• Ensure actions from DR events are tracked, owned, and completed in a timely manner.
• Support the development of a culture of accountability, pace, and attention to detail.

Required Skills & Experience

• Proven experience leading or coordinating IT Disaster Recovery events in a complex, regulated environment.
• Strong planning and organisational skills, with the ability to manage multiple priorities and stakeholders.
• Demonstrated attention to detail and a commitment to timely, high‑quality delivery.
• Familiarity with ITSM processes and service delivery metrics in a multinational organisation.
• Experience with agile ways of working and tools such as JIRA.
• Strong critical thinking and problem‑solving skills — able to challenge assumptions and assess downstream impacts of change.
• Excellent written and verbal communication skills, with the ability to influence and collaborate across teams.
• Available to work weekends to execute DR events.
• 5+ years of experience in IT service delivery, service management, or process improvement within a technology function.
• 3–5 years of relevant experience in an IT Disaster Recovery role within a large or complex organisation.
• Proven ability to execute structured processes, manage stakeholders, and deliver high‑quality documentation in a fast‑paced environment.
• Experience interpreting and acting on IT service metrics, with a strong understanding of ITSM frameworks (e.g., ITIL) and tools such as ServiceNow.

Desirable Skills

• Experience with ServiceNow, CMDB, or Onspring.
• Understanding of DORA and/or other regulatory requirements related to IT resilience.
• Exposure to SaaS vendor management and evidence gathering for audits.
• Knowledge of IT Risk Management practices.

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

Hospitals and Health Care