Cigna IT SPOC

Sagility Philippines B.V Branch; Muntinlupa; On-site; PHP 480,000 - 720,000; Full time

Job summary

Sagility Philippines B.V Branch in Alabang, Philippines is seeking a Cigna IT SPOC to lead end-to-end IT service delivery and incident resolution. The role demands hands-on IT management with team leadership experience and strong vendor coordination.

You will implement ITIL processes, define SLAs, monitor performance, and drive continuous service improvement across networks and platforms while collaborating with stakeholders and vendors.

Qualifications

• Master's or bachelor's degree in MCA/BCA, BE/B.Tech.
• 3+ years IT management with 2-3 years in team leadership.
• Strong troubleshooting, problem-solving and communication skills.
• Vendor management and procurement experience.

Responsibilities

• Manage end-to-end IT service delivery and incident resolution.
• Lead a team of IT support technicians with coaching and evaluations.
• Define SLAs and operational procedures with stakeholders.
• Implement ITIL processes: incident, problem, change management.
• Improve incident response time through process improvements.
• Monitor service metrics and generate performance reports.
• Coordinate with vendors for hardware/software procurement and licensing.
• Oversee major IT projects including updates, migrations and outages.
• Provide direction to IT team and identify training needs.
• Maintain IC SAT and ESAT scores.

Skills

Technical troubleshooting and problem

Vendor management and procurement

Excellent communication

Time management & multitasking

Education

Master's/Bachelor's in MCA/BCA, BE/B.Tech

Tools

Mac/Linux/Windows platforms

Cloud & VDI infra

Job description

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

Job title: Cigna IT SPOC

Education: Master's/bachelor’s degree in MCA/ BCA, BE / B. Tech, Experience: 3+ Years experience in IT Management with at least 2-3 years’ experience as a team leader or in an IT department managerial role.

Mandatory Skills:

• Technical troubleshooting and problem-solving
• Vendor management and procurement
• Excellent communication and interpersonal skills
• Excellent time management, multitasking skills and strong problem-solving skills

Preferred Skills:

• Comprehensive Understanding of Network architecture and Client/ server
• Extensive experience in the delivery of IT incident and problem management
• Experience with Mac, Linux and Windows platforms
• Cloud and VDI Infra

Roles & responsibilities:

• Managed end-to-end IT service delivery operations, ensuring timely incident resolution and service request fulfilment.
• Led a team of [X] support technicians, providing coaching, training, and performance evaluations.
• Collaborated with stakeholders to define and document service-level agreements (SLAs) and operational procedures.
• Implemented ITIL-based processes, including incident management, problem management, and change management.
• Improved incident response time by [X]% through process optimization and team training.
• Monitored service metrics and generated reports to track performance and identify areas for improvement.
• Worked closely with vendors to manage hardware and software procurement, maintenance, and licensing.
• Conducted user satisfaction surveys to gather feedback and drive continuous service improvement.
• Overseeing and determining timeframes for major IT projects including system updates, upgrades, migrations and outages
• Managing and reporting on allocation of IT budget
• Providing direction for IT team members
• Identifying opportunities for team training and skills advancements
• Ensure IC SAT, ESAT scores are maintained

Location:

Alabang, Plaza E BuildingPhilippines

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries. Already keen? Discover your next role with Sagility, a great place to work.