Production Support Senior Analyst - IBM i (AS/400) Required
Nairobi
Posted 18 May, 2026
Deadline 01 June, 2026
Information TechnologyFull-TimeSenior-level(6+ yrs)
Job Description
Cigna is a global health service company dedicated to helping people improve their health, well-being, and sense of security. 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
Technical Support: Provide technical support for the Policy Administration System on the IBM i platform.
Batch Monitoring: Monitor overnight batch processes, ensuring timely and accurate completion (on a rotational basis).
Incident Management: Troubleshoot and resolve system issues, minimizing downtime and impact on business operations.
Problem Analysis: Perform root cause analysis and implement corrective actions to prevent recurrence of issues.
Collaboration: Collaborate with cross-functional teams across different geographical locations to resolve complex technical problems.
Availability: Support one week in every four for overnight batch monitoring, and additional coverage as required for holidays and other scheduling needs. This includes a shift rota and occasional weekend work for large projects.
System Maintenance: Utilize SQL and RPG for system maintenance, enhancements, and issue resolution. Participate in system upgrades, patches, and other maintenance activities.
Documentation: Create and maintain documentation for processes, procedures, and problem resolutions.
Communication: Communicate effectively with stakeholders, providing updates and status reports as necessary.
Tool Usage: Use Jira for issue tracking and ServiceNow for incident, change, and service request management within an AGILE framework.
Requirements and Qualifications
Education: Diploma or Bachelor’s degree in IT or a related field.
Experience: Proven experience in a production support role, preferably within a healthcare or insurance environment.
Platform Knowledge: Strong knowledge and experience with the IBM i (AS/400) platform.
Technical Skills: Proficiency in SQL and RPG is highly desirable.
Service Management: Experience with Jira and ServiceNow for issue tracking and service management.
Soft Skills: Excellent problem-solving skills, attention to detail, and strong communication/interpersonal skills.
Flexibility: Essential flexibility to support overnight batches on a rotational basis and provide additional coverage as needed.
Language: Ability to read and speak English fluently.
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 through the Cigna careers portal via the 'Apply' link provided in the original posting or by visiting the Cigna Workday jobs page.
How to Apply
Interested and qualified candidates should apply online via the Cigna Workday portal. You can access the application link through the official job page: Apply on Cigna Workday.
Related Jobs
The Central Rift Valley Water Works Development Agency
