Information TechnologyFull-TimeSenior-level(6+ yrs)
Job Description
Cigna is a global health service company dedicated to helping the people we serve improve their health, well-being and sense of security. With almost 40,000 employees servicing over 80 million customer relationships worldwide, Cigna is a leader in the international health sector. We are seeking a dedicated and skilled Production Support Senior Analyst to join our team in Nairobi. In this role, you will provide critical support for our Policy Administration System that runs on the IBM i platform. You will be responsible for monitoring, maintaining, and troubleshooting incidents, requests and changes required by the production support team ensuring smooth and efficient operations, particularly during overnight batch processes. The role involves working in an AGILE environment and collaborating with teams across the globe.
Key Responsibilities
Provide technical support for the Policy Administration System on the IBM i platform.
Monitor overnight batch processes, ensuring timely and accurate completion on a rotational basis.
Troubleshoot and resolve system issues, minimizing downtime and impact on business operations.
Perform root cause analysis and implement corrective actions to prevent recurrence of issues.
Collaborate with cross-functional teams across different geographical locations to resolve complex technical problems.
Support one week in every four for overnight batch monitoring, and additional coverage as required for holidays and other scheduling needs.
Work as part of a shift rota, which may include occasional weekend work for major projects.
Utilize SQL and RPG for system maintenance, enhancements, and issue resolution.
Create and maintain documentation for processes, procedures, and problem resolutions.
Participate in system upgrades, patches, and other maintenance activities.
Communicate effectively with stakeholders, providing updates and status reports.
Use Jira for issue tracking and ServiceNow for incident, change, and service request management.
Work within an AGILE framework, participating in sprint planning, stand-ups, and retrospectives.
Requirements and Qualifications
Proven experience in a production support role, preferably within a healthcare or insurance environment.
Strong knowledge and experience with the IBM i (AS/400) platform.
Proficiency in SQL and RPG is highly desirable.
Experience with Jira and ServiceNow for issue tracking and service management.
Excellent problem-solving skills and high attention to detail.
Ability to work independently and as part of a global team.
Strong communication and interpersonal skills.
Ability to manage multiple priorities in a fast-paced environment.
Flexibility to support overnight batches on a rotational basis and provide additional coverage as needed (essential).
Experience working in an AGILE environment.
Ability to read and speak English professionally.
Qualification: BA/BSc/HND.
Preferred Qualifications
Experience with policy administration systems.
Familiarity with ITIL or other IT service management frameworks.
Prior experience in the healthcare or insurance industry.
How to Apply
Interested and qualified candidates should apply online via the Cigna Workday portal. You can access the application page through the following link: Apply to Cigna which redirects to cigna.wd5.myworkdayjobs.com.
How to Apply
Interested and qualified candidates should visit the Cigna recruitment portal on Workday to submit their application. Apply through this link: https://www.myjobmag.co.ke/apply-now/1203282
