**Application Development Analyst -** **Technology L** **1.5** **Production Support**

Position Overview

As an L1.5 Production Support Analyst, you will serve as a bridge between L1 and L2 support, handling escalated tickets from L1 that require deeper investigation while filtering issues before L2 escalation. You will focus on healthcare application support, ensuring timely resolution and effective incident management across Evernorth’s technology platforms.

Responsibilities

+ Handle escalated incidents from L1 support requiring deeper analysis and investigation.

+ Perform initial root cause investigation before escalating to L2 teams.

+ Monitor application health using standard monitoring tools (Splunk, Dynatrace).

+ Execute established troubleshooting procedures and runbooks for issue resolution.

+ Prepare and execute the Standard Operating Procedures.

+ Document incident details, resolution steps, ...