Technical Support Supervisor
Technical Support Supervisor
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Job Description
Role title Technical Support 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.
Youll 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 & Malaysia.
Role
The Technical Support Supervisor role will join our Production Support team to Supervise and coach a team of Support Engineers focused on Web Applications and Cloud-based Services related to React-based frontends Java backends and AWS infrastructure. Responsible for managing a portfolio of Applications Databases Services and an oversight of Production Support teams day-to-day delivery and activities.
The Production Support team provides several services for International Health (IH) including:
- Application Support
- 24/7 Production Support
- Monitoring triage defect identification and remediation
- Configuration updates data fixes ad-hoc reporting requests
- Incident Response & Management
- Release Management
- Change Management
- Collaborate across multiple interconnected teams to provide quick resolution to customer impacting incidents
The successful candidate must have 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. Will also set priorities for the team to ensure task completion and coordination of work activities with other Supervisors/Managers. Also have the motivation to drive change towards modernisation and automation across the teams processes and practices.
The role will be responsible for working with business and IT Partners across the company to manage the services and provide management support to the teams.
Must be comfortable dealing with Audits and other IT control processes taking ownership of the controls for the Web Applications and Cloud-based Services and supporting the Production Release process. Work collaboratively with Enterprise teams and maintain good CMDB hygiene practices.
This role requires a good balance between providing technical leadership for a team and embedding Cigna best practices ways of working to exceed SLAs.
Candidate profile
Cigna is specifically looking for a dynamic highly skilled & experienced Technical Support Supervisor with broad technical experience and the ability to coach team members. An IT professional with strong skills in Service Delivery Application Management Support Processes and drive Continuous Improvement.
Insurance or Financial Services background would be a strong advantage.
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 members.
Behaviours
Strong Communication Skills
Self-Motivated
Problem Solver
Autonomous
Process Minded
Continuous Improvement Driven
Lead with an Enterprise Mindset
Skills and Experience
Candidates must have strong experience in the following areas:
- Supervisorial experience
- Team leadership skills (Mentoring/Coaching)
- Assist in hiring onboarding and performance evaluations of support staff
- Conduct regular training sessions to upskill the team on new technologies and best practices
- Stakeholder relationship Communication skills and Organisational skills
- Incident Release Change and Problem Management Skills
- Collaborating with Development DevOps QA teams and Audit
- Proven track record in day-to-day Production Support
- Act as an escalation point for complex technical issues aiding assistance to resolution
- Knowledge of Automation
- Knowledge/Hands-on experience with React Java AWS SQL Web Technologies and Cloud-based Services
- Monitor Support/Development of SLAs and Performance Monitoring
- Implement strategies to Improve Performance and Customer Satisfaction
- Ensures process and troubleshooting technical documentation compliant for the team
- Strong analytical and troubleshooting skills
- Managing third party resources
Advantages in having knowledge of the following:
- ServiceNow
- AWS Cloud Watch
- Dynatrace & Splunk
- OKTA
- Confluence
- Application Integrations
- Windows & RHEL server technologies
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.Required Experience:
Manager
Employment Type
Full-Time
