Production Support Senior Analyst - IBM i (AS/400)
Nairobi
Posted 12 May, 2026
Deadline 26 May, 2026
0
Information TechnologyFull-TimeMid-level(3-5 yrs)
Job Description
Cigna is seeking a dedicated and skilled Production Support Senior Analyst to provide critical support for our Policy Administration System running on the IBM i platform. In this role, you will be responsible for monitoring, maintaining, and troubleshooting incidents, requests, and changes required by the production support team to ensure smooth and efficient operations, particularly during overnight batch processes. You will work within an Agile framework and collaborate with cross-functional teams across different geographical locations to resolve complex technical problems.
Key Responsibilities
Provide technical support for the Policy Administration System on the IBM i platform.
Monitor overnight batch processes (on a rotational basis) to ensure timely and accurate completion.
Troubleshoot and resolve system issues to minimize downtime and business impact.
Perform root cause analysis and implement corrective actions to prevent recurring issues.
Collaborate with global teams to resolve complex technical problems.
Participate in a shift rota, including support for overnight batch monitoring one week in every four and 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.
Use Jira for issue tracking and project management, and ServiceNow for incident and change management.
Participate in Agile ceremonies including sprint planning, daily stand-ups, and retrospectives.
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.
Technical Knowledge: Strong knowledge and experience with the IBM i (AS/400) platform; proficiency in SQL and RPG is highly desirable.
Tools: 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.
Availability: Flexibility to support overnight batches on a rotational basis and provide additional coverage as needed (essential).
Frameworks: Experience working in an Agile environment and familiarity with ITIL or other ITSM frameworks (preferred).
Language: Ability to read and speak English fluently.
How to Apply
Interested and qualified candidates should apply online through the Cigna careers portal via the application link provided. Please visit the official career site at cigna.wd5.myworkdayjobs.com to complete your application.
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