Hybrid Senior Technical Support Supervisor

at The Cigna Group

• Job title: Senior Technical Support Supervisor
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ITSM, ServiceNow, SQL
• Location requirements: Hybrid, Bengaluru, India

About the role

• Production Support Senior Supervisor providing technical support for Cigna Healthcare’s Policy Administration System. Supervising day-to-day production activities and incident response in a healthcare setting.

Responsibilities

• Provide hands-on technical support while supervising a support rota, coordinating incident response, and driving service improvement.
• Supervise and coordinate the shift rota, including handovers, skills coverage, holiday planning, and on-call/overnight monitoring expectations.
• 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.
• Drive root cause analysis (RCA) and problem management, ensuring corrective and preventive actions are taken.
• Provide hands-on technical investigation and resolution using SQL and RPG (and related IBM i utilities).
• Coordinate and support production changes, releases, upgrades, and patches.

Requirements

• 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.
• Bachelor’s degree in IT, or related field.

Benefits

• Health insurance
• Flexible work arrangements
• Professional development opportunities