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, well‑being, and peace of mind of those we serve. 

You’ll join a globally recognized organization where trust, clear communication, and a positive culture shape how we work. Our leaders are consistent, approachable, and supportive, helping you maintain balance 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 operations—particularly 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.

  
  

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

  
  

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.