Technical Support Lead Analyst

Cigna; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Cigna in Bengaluru seeks a Production Support Analyst to provide Level 2 production support for business-critical applications on the IBM i / AS400 platform. You will manage incidents, monitor services, run batch operations and perform controlled configuration or data changes to keep systems stable and auditable.

The role requires RPG knowledge and IBM i expertise. You will analyse issues, perform root cause analysis, and communicate effectively with L1/L3 teams, ITIL-aligned processes and Agile

Qualifications

• Experience in IBM i / AS400 environments.
• Strong RPG knowledge and debugging skills.
• Familiarity with ITIL processes and ticketing tools.

Responsibilities

• Manage and resolve incidents and service requests through ServiceNow.
• Monitor system health and batch processing windows.
• Perform controlled configuration and data changes with proper approvals.
• Collaborate with L1/L3 development and infrastructure teams.
• Document RCA findings and knowledge articles.

Skills

Incident management

Troubleshooting

Communication

RPG

ITIL

Tools

ServiceNow

Jira

Job description

Role Summary

This role provides Level 2 production support for business-critical applications running on the IBM i / AS400 platform.

The Production Support Analyst is responsible for incident resolution, system monitoring, batch operations, operational recovery and controlled configuration or data changes , helping to maintain stable, reliable and well-controlled application services.

This is not a development role ; however, strong knowledge of RPG and the IBM i platform is required to analyse issues, troubleshoot effectively, support root cause analysis and provide clear technical context to L3 development teams when permanent code fixes are required.

Role Overview

You will support the Policy Administration System and related operational services running on IBM i / AS400, ensuring smooth day-to-day operation, service stability and effective support across critical transaction windows and overnight batch processing.

The role operates in an ITIL-aligned and Agile environment , working closely with L1 support, L3 engineering, infrastructure, application owners and business stakeholders. Work is managed primarily through ServiceNow and Jira, with a focus on timely resolution, strong ticket discipline, effective communication and continuous service improvement.

Key Responsibilities

1. Incident & Request Management
   1. Manage and resolve incidents, service requests and support-related changes through ServiceNow in line with agreed processes and service levels.
   2. Act as the primary Level 2 escalation point for issues raised by L1 support teams.
   3. Investigate, triage and progress issues promptly to minimise business impact and reduce service disruption.
   4. Maintain clear ticket ownership, timely updates, accurate categorisation and high-quality resolution notes.
   5. Communicate clearly and professionally with business users, application owners and support stakeholders on issue status, impact and next steps.
2. Technical Troubleshooting & RCA
   1. Analyse and troubleshoot application and platform issues using RPG code knowledge, IBM i operational understanding, logs, job output and system diagnostics.
   2. Perform root cause analysis for incidents and recurring issues, documenting findings clearly and accurately.
   3. Provide clear defect analysis, reproduction steps, technical evidence and support context where permanent fixes require L3 development involvement.
   4. Work closely with L3 development and engineering teams to support timely implementation of permanent corrective actions.
   5. Identify repeat issues, known error patterns and operational pain points, and contribute to the Problem Management process where appropriate.
3. Configuration & Data Changes
   1. Perform controlled application configuration updates in line with agreed procedures and governance requirements.
   2. Execute approved data fixes and corrections in accordance with audit, compliance and change control standards.
   3. Ensure all configuration and data changes are properly authorised, documented, tested where required and tracked through the appropriate change management process.
   4. Maintain accurate evidence and completion notes to support auditability and operational control.
4. Batch Processing & Operational Support
   1. Provide operational support for end-of-day, overnight and other critical batch processing windows.
   2. Monitor batch jobs and operational processes to ensure critical transactional processing completes successfully.
   3. Investigate and resolve batch failures, processing delays, job errors and performance-related issues.
   4. Escalate batch or operational issues promptly where additional technical, infrastructure or business support is required.
   5. Participate in rotational shift, out-of-hours or on-call support arrangements where required.
5. Monitoring, Alerts & Performance
   1. Monitor system health, job performance, application alerts and operational indicators to support service stability.
   2. Respond to alerts, investigate exceptions and take appropriate corrective action.
   3. Identify trends, recurring issues and emerging risks that may impact application performance or reliability.
   4. Support continuous improvement activity focused on service stability, operational resilience and reduced repeat incidents.
6. Collaboration & Delivery Support
   1. Collaborate with L1 support teams on triage, escalation and effective handover of support issues.
   2. Work with L3 development teams to support defect analysis, permanent fix delivery and post-incident follow-up.
   3. Engage infrastructure teams where platform, network, database, scheduling or environment dependencies contribute to service issues.
   4. Participate in Agile ceremonies where relevant, including stand‑ups, planning discussions and retrospectives.
   5. Support releases, upgrades, patches and planned changes from a production support and operational readiness perspective.
7. Documentation & Knowledge Management
   1. Create and maintain support runbooks, knowledge articles, troubleshooting guides, RCA documentation and known issue records.
   2. Ensure operational documentation is accu