Technical Support Senior Supervisor

Cigna

Bengaluru

On-site

INR 1,500,000 - 2,100,000

Full time

4 days ago

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Job summary

Cigna is seeking a Technical Support Senior Supervisor to manage the day‑to‑day production support for business‑critical IBM i / AS400 applications. This role leads the incident management and backlog discipline, driving service quality, SLA performance and stakeholder communication in an ITIL-aligned and Agile environment.

The successful candidate will oversee the L2 support team, collaborate with L3 engineering and IT Application Owners, and ensure effective operational execution and

Qualifications

Experience in incident management and leading an assignment group.
Ability to drive service performance, SLA adherence and backlog control.
Familiarity with ITIL-aligned and Agile environments.

Responsibilities

Lead the IBM i / AS400 application support assignment group with clear ownership and accountability.
Oversee incident and service request management through ServiceNow with timely progression and resolution.
Monitor SLA performance, backlog, and queue health; provide regular status updates to stakeholders.
Coordinate with L2/L3 teams and other IT and business stakeholders to improve service delivery and operational resilience.

Skills

Incident management

Team leadership

ITIL

Agile

ServiceNow

Tools

ServiceNow

Job description

Role Summary

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 elevate 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.

Role Overview

You will manage the IBM i / AS400 application support team responsible for the Policy Administration System and related operational services.

You will ensure the assignment group works with strong discipline across incident management, request handling, operational recovery, batch support, queue management, escalation, backlog control and stakeholder communication.

The role operates in an ITIL-aligned and Agile environment.

It leads the L2 support analysts and works closely with L3 engineering, IT Application Owners, Service Performance, Problem Management, Change Management, Infrastructure, Enterprise Operations and business stakeholders.

You will partner with the IT Application Owner to provide a clear view of service health, operational risk, recurring issues, backlog and improvement priorities.

The IT Application Owner owns the service outcomes; this role owns the operational execution and team performance needed to support them.

Key Responsibilities

1. Assignment Group Leadership & Operational Control
Manage the IBM i application support assignment group and ensure the team operates with clear ownership, accountability and service discipline.
Ensure all incidents and requests have a named owner and are actively progressed.
Maintain control of the support queue, ensuring no ticket is left unowned, idle or invisible.
Review open incidents, requests, aged tickets, stuck tickets and priority items on a regular basis.
Ensure team members understand priorities, escalation paths and expected ticket handling standards.
Lead daily or regular operational reviews to maintain visibility of workload, blockers and service risks.
Escalate issues early where the team is blocked by dependency, capacity, ownership or technical constraints.
2. Incident & Request Management
Ensure incidents and service requests are managed through ServiceNow in line with agreed processes and service levels.
Monitor incident and request queues to ensure timely assignment, updates, progression and resolution.
Drive timely resolution of incidents, particularly where there is business impact or SLA risk.
Ensure priority incidents are handled with urgency, clear ownership and appropriate stakeholder communication.
Review ticket quality, including categorisation, prioritisation, updates, resolution notes and closure information.
Reduce hand-offs, unnecessary reassignment and poor ticket routing through improved triage and team discipline.
Ensure all priority incidents have appropriate follow-up, RCA input and recovery actions documented where required.
3. Service Performance, SLA & Backlog Management
Monitor SLA performance, MTTR, incident volumes, request volumes, aged backlog, stale tickets and reassignment trends.
Use ServiceNow dashboards and reporting to actively manage service performance and queue health.
Reduce aged backlog and ensure overdue or long-running tickets are actively reviewed and progressed.
Ensure tickets are updated regularly and do not remain silent for extended periods.
Identify emerging workload, capacity or quality issues and take corrective action.
Work with the Service Performance Manager to understand trends, underperformance, risks and improvement opportunities.
Provide regular status updates and service performance insights to support leadership and IT Application Owners.
4. IBM i Application Support Operations
Oversee support for business-critical applications running on IBM i / AS400.
Ensure the team supports daily operational processes, critical transaction windows and end-of-day / overnight batch activity where applicable.
Ensure batch failures, processing delays, operational exceptions and system alerts are investigated and escalated appropriately.
Coordinate with senior analysts, L3 engineering or infrastructure teams where deeper technical investigation is required.
Ensure operational procedures, runbooks, recovery steps and escalation guidance are available and maintained.
Maintain sufficient team awareness of IBM i application behaviour, operational dependencies and known support scenarios.