Technical Support Senior Supervisor

The Cigna Group; Bengaluru; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

The Cigna Group seeks a Technical Support Senior Supervisor to lead the production support for business-critical IBM i / AS400 applications. This role focuses on incident management, queue health and service level adherence, guiding the team beyond reactive ticket handling.

The candidate will improve service control, SLA performance and stakeholder communication, driving continuous improvement and resilience within the team. This is a production-support leadership role.

Qualifications

• Experience in application support and incident management with leadership responsibilities.
• Ability to guide issue diagnosis, challenge ticket quality and escalate when needed.
• Role focuses on production support management rather than development.

Responsibilities

• Manage day-to-day production support for business-critical applications on IBM i / AS400.
• Oversee incidents, requests and support queues against agreed service levels.
• Lead the team to improve service control, SLA performance and backlog health.
• Coordinate with stakeholders and drive continuous improvement.

Skills

Incident management

Leadership

Stakeholder communication

Team coaching

Service level management

Education

Bachelor’s degree in IT/Computer Science

Tools

IBM i / AS400

Job description

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 escalat...

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.