Application Development Associate Manager - HIH - Evernorth

cigna; Hyderabad; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Evernorth, a division of The Cigna Group, seeks an Associate Manager/Manager – Control & Governance in India. You will lead design, operation and continuous improvement of engineering controls across the service, overseeing incident, problem and performance governance in a healthcare tech environment.

The role demands 9+ years in technology delivery or governance, with ITIL/ITSM certification and experience managing cross-functional teams in complex settings.

Qualifications

• 9+ years in technology delivery, production support or governance.
• Experience leading cross-functional operational teams in a complex enterprise.
• Certification in ITIL or ITSM; knowledge of Agile and project management.

Responsibilities

• Lead design, operation and ongoing improvement of engineering controls across the service.
• Govern production-support activities, service health, incident and problem management.
• Monitor SLA/KPI performance and manage ageing tickets and risks.

Skills

Technology delivery

Production support

Service operations

Governance

Incident management

Problem management

SLA/KPI performance

Vendor governance

Education

ITIL certification

IT service management

Agile

Project management

Tools

ITSM tools

Data visualization tools

Job description

ABOUT EVERNORTH:

Evernorth exists to elevate health for all, because we believe health is the starting point for human potential and progress. As champions for affordable, predictable and simple health care,
we solve the problems others don’t, won’t or can’t.

Our innovation hub in India will allow us to work with the right talent, expand our global footprint, improve our competitive stance, and better deliver on our promises to stakeholders. We are passionate about making healthcare better by delivering world-class solutions that make a real difference.

We are always looking upward. And that starts with finding the right talent to help us get there.

As an Associate Manager/Manager – Control & Governance, you will lead the design, operation and continuous improvement of engineering controls across the service.

Experience & Education:

• 9+ years of experience in technology delivery, production support, service operations, application support governance or a related discipline.
• 2+ years of experience leading production-support governance, service-performance monitoring or cross-functional operational teams in a complex enterprise environment.
• Proven experience monitoring production-support activities, service health, incident and problem management, SLA/KPI performance, ageing tickets, root-cause actions and operational risks through to closure.
• Relevant certification in ITIL, IT service management, Agile, project management, etc.
• Experience governing third-party vendors in an onshore/offshore delivery model.

Desired Experience:

• Experience in healthcare technology or another highly regulated industry.
• Strong knowledge of IT service management practices, including incident, problem, change, request, knowledge, availability and service-level management.
• Experience developing production-support dashboards, service scorecards and automated operational reporting using ITSM, data-visualisation or workflow tools.
• Experience identifying recurring service issues and driving improvements in support processes, escalation effectiveness, operational resilience, automation, knowledge management and vendor performance.

Equal Opportunity Statement

Evernorth is an Equal Opportunity Employer actively encouraging and supporting organization-wide involvement of staff in diversity, equity, and inclusion efforts to educate, inform and advance both internal practices and external work with diverse client populations.

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.