Technical IVR Support Senior Advisor - Evernorth Health Services

Position Overview:

In this role, you will provide hands-on technical support and leadership for one of the Contact Center L2 Production Support team.

You will function as a bridge to the delivery and business teams, driving efficiencies, quick turn around and quality resolution of production defects that are impacting internal and external customers.

The focus of the work is to continue to enhance our market winning capabilities in the Evernorth Contact Center support.

The Evernorth T echnology strategy is fully aligned with our business strategy, resulting in an opportunity for you to influence in various directions - this includes technology\business direction but also recruiting and mentoring employees and influencing selection of and relationships with vendor resources to ultimately build and contribute within a world class Delivery Vertical.

This is a hands-on position with visibility to the highest levels of Evernorth ℠ management who are motivated to see the successful results of our efforts.

The solution thought leadership and technical expertise across multiple disciplines and will be a "go-to person" for Production Support assignments.

Responsibilities:

• Monitors and reviews incidents reported by synthetic monitoring tools and business teams.

• Facilitates bridge calls in the event of critical job failures in production.

• Assigns or escalates reporting defects to the delivery team and sees cases through completion.

• Collaborates with Business and Delivery teams to meet standard SLA for resolving production defects.

• Initiates Change Management tickets as needed for reporting change orders and/or releases.

• May participate in the delivery team's meetings to coordinate production issues as well as to get information on upcoming reporting deliverables that may impact ongoing support.

• Maintains process and troubleshooting documentation to be utilized by both US-based and offshore Production Support resources.

• May be assigned to special projects that drive continuous improvement of services and production support processes.

• Use, Design, and develop automated processes/scripts to maintain, upgrade, test, monitor Production Applications

• Design and implement processes that detect and remedy capacity limits before customers experience issues within the application

• Work With stakeholders across various development, operations and quality teams

• Should be available for 24/7 on call support and some weekend checkout support

• Coordinate with Vendor support teams for any issues identified in their products.

Qualifications:

• Working knowledge of and best practices in the administration and use of monitoring tools (Splunk, Dynatrace, Cyara)

• Experience in SQL (Oracle, Postgress and SQL Server) and No SQL databases (Mongo, Redis)

• Experience in Web Services (REST, SOAP, GraphQL)

• Experience in distributed services (MQ, Kafka)

• Excellent analytic troubleshooting skills an...