Technical Support Senior Supervisor

Organization

Cigna is multinational organisation and a leading global health services Provider, dedicated to helping people improve their health, wellbeing and sense of security. 

You’ll be joining a global team with offices located in India.  Cigna are now primarily following a hybrid work model with Production Support teams located in America, Europe, India & Malysia.

Role

The Technical Support Senior Supervisor role will join our production support team responsible for managing a portfolio of applications, databases, services and infrastructure hardware. Responsible for the oversight of offshore production support teams’ day-to-day delivery and activities within the production and lower environments.

The Production Support team provides a number of services for International Health (IH) including:

• Application Support
• 24/7 Production Support
• Monitoring, batch support and optimisation, defect identification and remediation
• Configuration updates, data fixes, ad-hoc reporting requests
• Release Management
• Change Management
• Collaborate across multiple interconnected teams to provide quick resolution to customer impacting incidents.

The successful candidate must experience leading an IT team, along with an appetite to drive a production support team to own the day-to-day delivery against Service Level Agreements (SLA) and provide a high level of customer satisfaction. The motivation to drive change towards modernisation and automation across the team’s processes and practices.

The role will be responsible for working with business and IT Partners across the company in order to manage the services and provide management support to the teams.

The primary focus of this role will be managing an emerging support team based in Cigna’s CHSI location in India and providing services to the International Health Americas business.

Must be comfortable dealing with Audits and other IT control processes taking ownership of the controls for the applications and supporting the production release process.

This role requires a good balance between providing technical leadership for a new team and embedding Cigna’s best practices and ways of working to exceed SLAs.

Working with our development teams closely understanding and managing the release process. Following and improving our governance processes.

Candidate profile

Cigna is specifically looking for a dynamic, seasoned, experienced Production Senior Supervisor with strong Java, Angular, Apache, Oracle & SQL experience. An IT professional with strong skills in Service Delivery, Application Management & Support processes.

Insurance or financial services background would be a strong advantage.

Integrated applications – understand where application sits in wider Architecture

Must have confidence to quickly learn the technical and functional aspects of a complex service.

Must be willing to drive change in a team to use more modern toolsets to improve efficiencies in the delivery process.

Ability to communicate with technical and operations (non-technical) team member

Behaviours

Self-Motivated

Problem Solver

Autonomous

Process Minded

Ambitious

Continuous Improvement Driven

Skills and Experience

Candidates must have strong experience in the following areas:

• Strong managerial experience
• Strong team leadership skills (Mentoring/Coaching)
• Strong stakeholder relationship and communication skills
• Incident Management Skills
• Proven track record in day to day production support
• Knowledge of automation
• Strong Java, SQL and PL/SQL skills
• Good understanding of Apache & Oracle
• Strong analytical and troubleshooting skills
• Understanding of delivering Business & IT Programmes in an agile framework
• Managing third party resources and contracts
• Development of SLA’s and performance monitoring

Advantages in having experience in the following areas:

• ServiceNow
• Dynatrace & Splunk
• Confluence
• Jira
• Application Integrations
• TOAD
• Angular and Springboot
• Windows and Unix OS

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.