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. 

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 & 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 Support24/7 Production SupportMonitoring, triage, defect identification and remediationConfiguration updates, data fixes, ad-hoc reporting requestsIncident Response & ManagementRelease ManagementChange ManagementCollaborate 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 team’s 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 experienceTeam leadership skills (Mentoring/Coaching)Assist in hiring, onboarding, and performance evaluations of support staffConduct regular training sessions to upskill the team on new technologies and best practicesStakeholder relationship, Communication skills and Organisational skillsIncident, Release, Change and Problem Management SkillsCollaborating with Development, DevOps, QA teams and AuditProven track record in day-to-day Production SupportAct as an escalation point for complex technical issues, aiding assistance to resolutionKnowledge of AutomationKnowledge/Hands-on experience with React, Java, AWS, SQL, Web Technologies and Cloud-based ServicesMonitor Support/Development of SLA’s and Performance MonitoringImplement strategies to Improve Performance and Customer SatisfactionEnsures process and troubleshooting technical documentation compliant for the teamStrong analytical and troubleshooting skillsManaging third party resources

Advantages in having knowledge of the following:

ServiceNowAWS Cloud WatchDynatrace & SplunkOKTAConfluenceApplication IntegrationsWindows & 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.