Technical Support Senior Supervisor - Cigna Healthcare
Core
Manage day-to-day production support for business-critical applications on the IBM i / AS400 platform, ensuring incidents, requests, and operational issues are actively managed against agreed service levels.
Role type
Senior Support Team Lead (IBM i / AS400)
Builds
Operational stability and service performance for the Policy Administration System and related operational services
Domain
Healthcare IT / Mainframe Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
IBM i / AS400 platform expertise, incident management, SLA monitoring, backlog control, stakeholder communication, team leadership, problem management, ServiceNow administration, batch operations oversight
Preferred skills
ITIL framework knowledge, Agile methodology experience, SQL proficiency, root cause analysis, knowledge management
Technologies
IBM i, AS400, ServiceNow, Confluence
Responsibilities
Lead the IBM i application support assignment group and ensure clear ownership of all incidents and requests; Monitor and drive timely resolution of incidents and requests to meet SLAs; Oversee batch support, operational recovery, and queue management; Identify recurring issues and partner with Problem Management to drive root cause resolution; Coach and develop L2 support analysts; Provide regular service performance insights and status updates to stakeholders and application owners.
Seniority
Senior, hands-on IC with team leadership
