Technical Support Senior Supervisor

Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries we serve more than 180 million customers and patients worldwide. Ranked 13th on the Fortune 500 in 2025 Cigna is recognized as one of the most trusted and influential names in the industry.

Our mission is to improve the health wellbeing and peace of mind of those we serve.

Youlljoin a globally recognized organization where trust clear communication and a positive culture shape how we work. Our leaders are consistent approachable and supportive helping youmaintainbalance while doing meaningful work.

We look for people who thrive in collaborative environments care about meaningful change and want to grow in a company that puts people first. At Cigna Healthcare your work contributes to better care experiences and supports customers through important moments in their lives.

Role Overview:

We are seeking an experienced Production Support Senior Supervisor to lead day-to-day production support activities for our Policy Administration System running on the IBMi platform. Reporting to the Cares Production Support Manager you will provide hands-on technical support while supervising a support rota coordinating incident response and driving service improvement to ensure stable resilient operationsparticularly during overnight batch processing. You will act as an escalation point mentor team members and work closely with global technology and business stakeholders within an AGILE delivery environment.

Key Responsibilities:

• Contribute to an AGILE framework by supporting sprint planning daily stand-ups and retrospectives; help remove blockers and ensure operational priorities are represented.

• Supervise and coordinate the shift rota including handovers skills coverage holiday planning and on-call/overnight monitoring expectations (including one week in every three for overnight batch monitoring with additional cover as required).

• Own oversight of overnight batch processing ensuring jobs complete accurately and to agreed timelines; drive continual improvement of batch controls scheduling and restart/recovery procedures.

• Lead incident management for production issues ensuring effective triage prioritisation timely resolution and clear business impact assessment; coordinate and chair major incident calls when required.

• Drive root cause analysis (RCA) and problem management ensuring corrective and preventive actions are identified owned tracked to closure and validated to prevent recurrence

• Provide hands-on technical investigation and resolution using SQL and RPG (and related IBM i utilities) including analysis of logs data jobs and interfaces to identify defects data issues and performance bottlenecks.

• Coordinate and support production changes releases upgrades and patches ensuring robust risk assessment implementation planning back-out readiness and post-implementation validation.

• Experience with Jira and ServiceNow for issue tracking and service management.

• Ensure high-quality records in ServiceNow for incidents problems changes and service requests including categorisation impact/urgency timelines and audit-ready updates.

• Oversee workload and delivery coordination via Jira maintaining prioritised backlogs accurate status updates and clear visibility of risks dependencies and blockers providing reports on a periodic basis.

• Provide clear timely stakeholder communication (business and IT) including incident updates batch status operational risks and service health reporting aligned to agreed SLAs/OLAs

• Coach and mentor team members promoting consistent troubleshooting approaches strong customer service behaviours and effective handovers; support onboarding and cross-skilling across the rota

• Own and maintain operational documentation (runbooks batch procedures known error records and recovery scripts) ensuring knowledge is current accessible and used consistently and reporting on a periodic basis.

• Build strong working relationships with development infrastructure and vendor/support partners across geographies to resolve recurring issues improve monitoring/alerting and enhance service resilience

• Identify operational risks and drive continuous improvement including trend analysis automation opportunities and performance/capacity considerations to improve stability and reduce manual effort

• Drive automation and innovation amongst the team.

Qualifications/Knowledge of:

• Minimum 5 years of proven experience in a production support role within the healthcare or insurance industry preferred but not essential.

• Strong knowledge and experience with IBM i (AS/400) platform.

• Proficiency in SQL and RPG is highly desirable along with experience in automation using Jira and ServiceNow.

• Experience working in an AGILE environment.

• Flexibility to support overnight batch on a rotational basis and provide additional coverage as needed (essential).

• Ability to manage multiple priorities in a fast-paced environment.

• Ability to work independently and as part of a global team.

• Strong reporting skills.

• Strong command of written and spoken English.

• Proven ability to lead mentor and develop team members.

• Experience with policy administration systems (preferred but not essential).

• Familiarity with ITIL or other IT service management frameworks.

• Bachelors degree in IT or related field.

About The Cigna Group