Technical Support Lead Analyst – HIH – Evernoth

Technical Support Lead Analyst

Position Overview

We are seeking a Technical Support Lead Analyst to join our operations support and reliability engineering team. This role is critical in maintaining the health and performance of our production systems, ensuring seamless operations across cloud infrastructure, data platforms, and monitoring tools. The ideal candidate will have hands-on experience with AWS services, data engineering platforms, and observability tools, preferably within the healthcare domain.

Responsibilities

• Lead and manage day-to-day production support activities across multiple platforms.
• Monitor and troubleshoot issues using tools like Splunk, Dynatrace, and CloudWatch.
• Perform root cause analysis and drive resolution for incidents and outages.
• Maintain and enhance operational runbooks and support documentation.
• Collaborate with engineering and data teams to ensure reliability and performance.
• Support AWS infrastructure including S3, Glue, EC2, EKS, Lambda, and CloudWatch.
• Work with databases including PostgreSQL, Snowflake, and Databricks for data validation and issue resolution.
• Participate in on-call rotation and provide weekend support as needed.
• Ensure compliance with healthcare data handling standards and best practices.

Qualifications

Required Skills:

• Cloud Platforms: Strong hands-on experience with AWS (S3, Glue, EC2, EKS, Lambda, CloudWatch).
• Databases & Querying: Proficiency in PostgreSQL, SQL, Snowflake, and Databricks.
• Monitoring & Observability: Experience with Splunk, Dynatrace, and AWS CloudWatch.
• Operations & Reliability: Familiarity with production support workflows, incident management, and runbook creation.
• Healthcare Domain: Prior experience in healthcare data environments is highly preferred.
• Soft Skills: Strong analytical thinking, communication, and collaboration skills.
• Flexibility: Willingness to work in shifts and provide weekend support on a rotational basis.
• Experience with application capacity and performance tools
• Strong written and oral communication skills. Create and produce application support documentation.
• Bachelor’s degree in computer science or a related discipline strongly preferred, typically eight or more years of solid, diverse work experience in IT with a minimum of five years’ experience application development or production support, or the equivalent in education and work experience

Required Experience & Education:

• 5 - 8 years of experience
• Experience with vendor management in an onshore/offshore model.
• Proven experience with architecture, design, and development of large-scale enterprise application solutions.
• College degree (Bachelor) in related technical/business areas or equivalent work experience.

About Evernorth Health Services