Technical Support Senior Supervisor

This role manages day-to-day production support for business-critical applications on the IBM i / AS400 platform.
The Technical Support Senior Supervisor is accountable for the performance and control of the IBM i application support assignment group. This includes ensuring incidents, requests, operational issues and support queues are actively managed against agreed service levels.
This is a support management role, not a development role. The candidate does not need to be an RPG developer, but must have enough application support and incident management experience to lead the team, challenge poor ticket quality, guide issue diagnosis and escalate effectively to senior technical teams.
The role is expected to move the team beyond reactive ticket handling by improving service control, SLA performance, aged backlog, stakeholder communication, team resilience and continuous improvement.
 

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.