Cigna Healthcare
Healthcare
ProductionSupportSeniorSupervisor
“Production Support Senior Supervisor at Cigna Healthcare. Skills: Production Support, IBM (AS/400) platform, SQL, RPG, Incident Management, Problem Management, AGILE. Lead day-to-day production support activities for Policy Administration System on IBMi platform. Supervise a support rota”
What You'll Achieve.
Ensure stable, resilient operations; Ensure jobs complete accurately and to agreed timelines; Prevent recurrence of issues; Improve monitoring/alerting; Enhance service resilience; Improve stability; Reduce manual effort
Industry & Context.
Troubleshooting; Root cause analysis (RCA); Problem management; Identify defects, data issues, and performance bottlenecks
Flexibility to support overnight batch on a rotational basis, Provide additional coverage as needed, On-call/overnight monitoring expectations
What They're Looking For.
Must Have
Minimum 5 years of proven experience in a production support role, Strong knowledge and experience with IBM (AS/400) platform, Proficiency in SQL and RPG, Experience with automation using Jira and ServiceNow, Experience working in an AGILE environment, Flexibility to support overnight batch on a rotational basis and provide additional coverage as needed, Ability to manage multiple priorities in a fast-paced environment, Ability to work independently and as part of a global team, reporting skills, command of written and spoken English, Proven ability to lead, mentor, and develop team members
Nice to Have
Experience in the healthcare or insurance industry, Experience with policy administration systems
What You'll Do.
Lead day-to-day production support activities for Policy Administration System on IBMi platform
Supervise a support rota
Coordinate incident response
Drive service improvement
particularly during overnight batch processing
Act as an escalation point
Work closely with global technology and business stakeholders
Support sprint planning
and remove blockers within an AGILE framework
Supervise and coordinate the shift rota (handovers
on-call/overnight monitoring)
Oversee overnight batch processing (accuracy
Lead incident management (triage
business impact communication)
Drive root cause analysis (RCA) and problem management (corrective and preventive actions)
Provide hands-on technical investigation and resolution using SQL and RPG
Coordinate and support production changes
and patches (risk assessment
Ensure high-quality records in ServiceNow
Oversee workload and delivery coordination via Jira (backlogs
timely stakeholder communication (incident updates
Coach and mentor team members
Own and maintain operational documentation (runbooks
Build working relationships with development
and vendor/support partners
Identify operational risks and drive continuous improvement (trend analysis
performance/capacity)
Drive automation and innovation amongst the team
How You'll Work.
Team & Collaboration
Work closely with global technology and business stakeholders; Build working relationships with development, infrastructure, and vendor/support partners across geographies; Work as part of a global team
Communication Scope
Clear communication; Clear, timely stakeholder communication; Written and spoken English
Process & Methodology
Manage multiple priorities, Coordinate workload and delivery, Maintain prioritised backlogs, Track to closure
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