Job Description

Application & Production Support

• Perform production fixes including troubleshooting with technology and business partners through solution implementation and validation.
• Coordinate with upstream/downstream systems for issue resolution, scheduling, and change notifications.
• Monitor job run times and tune performance to meet SLAs/OLAs.

Operational Performance

• Support daily/weekly/monthly/annual business processes requiring close collaboration between IT and business teams.
• Manage batch cycles, code promotions, and release implementations.
• Maintain application health checks and monitor reliability/availability.

Architecture & Efficiency

• Ensure architecture currency through updates and maintenance aligned with enterprise standards.
• Identify and implement automation opportunities to improve efficiency and reduce manual effort.
• Sunset obsolete jobs, reports, and applications following retention protocols.

Documentation & Knowledge Management

• Maintain system and process documentation including CMDB audits, SMTD reviews, system runbooks, and security diagrams.
• Update knowledge bases including process and procedures documentation to reflect current operational practices and technical configurations.

Vendor & Compliance Coordination

• Collaborate with software vendors to resolve hosted solution issues including patching, packaging, and firewall coordination.
• Respond to infrastructure and compliance surveys (e.g., CSCI, CMDB Security Profiles).
• Support legal/regulatory requirements including SOX testing, CIP remediation, and segregation of duties.

Project & Portfolio Support

• Provide support for strategic initiatives
• Maintain applications/code in response to technological changes (e.g. server upgrades, mainframe rationalization).
• Perform small enhancements as directed by business or leadership.

Disaster Recovery & Risk Management

• Conduct disaster recovery testing and ensure readiness of applications.
• Support CIP initiatives and Vulnerabilities Remediation.

Reporting & Communication

• Prepare and present operational status reports (e.g., MOR decks, WSRs) to leadership.
• Communicate production health, open issues, and improvement opportunities to stakeholders.

Other Duties as Assigned

• Perform additional responsibilities as required to support the team, department, or organization’s goals and initiatives.

About Evernorth Health Services