Technical Support Lead Analyst

About the role

The Technical Support Lead Analyst role provides Level 2 production support for the Policy Administration System and related operational services running on the IBM i / AS400 platform at Cigna Healthcare in Bengaluru, India. Day-to-day work includes incident and request management, technical troubleshooting and root cause analysis using RPG and IBM i diagnostics, controlled configuration and data changes, batch processing and operational support, monitoring and performance management, collaboration with L1/L3 teams, and documentation. The role operates in an ITIL-aligned and Agile environment, uses ServiceNow and Jira, and involves rotational shift, out-of-hours or on-call support arrangements in a hybrid work model.

What you’ll do

• Manage and resolve incidents, service requests and support-related changes through ServiceNow in line with agreed processes and service levels
• Act as the primary Level 2 escalation point for issues raised by L1 support teams and investigate, triage and progress issues promptly
• Analyse and troubleshoot application and platform issues using RPG code knowledge, IBM i operational understanding, logs, job output and system diagnostics
• Perform root cause analysis for incidents and recurring issues, documenting findings clearly and accurately
• Provide clear defect analysis, reproduction steps, technical evidence and support context where permanent fixes require L3 development involvement
• Perform controlled application configuration updates and execute approved data fixes in accordance with audit, compliance and change control standards
• Provide operational support for end-of-day, overnight and other critical batch processing windows, monitoring batch jobs and resolving batch failures, processing delays, job errors and performance-rel
• Create and maintain support runbooks, knowledge articles, troubleshooting guides, RCA documentation and known issue records

What you’ll bring

• Proven experience in a Level 2 application production support role
• Strong working knowledge of the IBM i / AS400 / iSeries platform
• Strong RPG, RPGLE or RPG IV knowledge for code analysis, troubleshooting and incident investigation
• Good understanding of SQL and DB2 for i
• Working knowledge of CL, job control concepts, logs, queues, batch processing and system diagnostics
• Experience with batch processing, job scheduling and operational recovery
• Experience supporting business-critical transactional systems and operational services
• Experience working in shift-based, rotational or on-call support environments

Nice to have

• Experience supporting policy administration systems or similar core business platforms
• Experience in healthcare, insurance, financial services or other regulated environments
• ITIL Foundation certification or equivalent practical service management experience
• Experience with ServiceNow, Jira, batch scheduling tools or IBM i operational tooling
• Experience contributing to service improvement, problem management or operational readiness activities
• Experience working in Agile delivery or support environments

Skills