Job description

GENERAL PURPOSE:
The Americas Support Services Lead will be responsible for the oversight of day to day activities of the application production support and infrastructure teams based in the America's.

The teams provide a number of services for International Health, including: -

Application Support
Infrastructure support
Identity & Access Management request fulfillment
Application Support. Primary applications include Diamond, Einstein, BMS, BART, EDM Online, Qlikview & Cignalinks
Project & Service Management Support on specific technologies such as SCCM & Citrix
24/7 production support
Monitoring, batch abend resolution, defect identification/remediation,
Configuration updates, data fixes, ad-hoc reporting
Release management
Change management
This role will be responsible for working with business and IT partners across the company in order to manage the services and provide management support to the teams.

It would be beneficial if the successful candidate was skilled in more than one of the following technologies supported by the team: Oracle PL/SQL, AIX Shell Scripting, SQL Server T-SQL, SSIS, Java, Cognos, Qlikview, Diamond and Angular.

RESPONSIBILITIES:
Scope of responsibilities include, but are not limited to, the management of the following areas:
Manages the daily operations of on-shore and off-shore support teams
Act as change implementer for internal changes for approved changes (releases frequently involve multiple platforms, technologies and tools)
Oversee and execute data updates and configuration changes, adhering to processes and procedures
Troubleshoot defects and perform root cause analysis
Proven ability to collaborate and quickly earn the trust of sponsors and key stakeholders; mobilize and motivate teams; set direction and approach; resolve conflict; deliver tough messages with grace; execute with limited information and ambiguity
Leads efforts to find efficiencies and improve day to day proactive monitoring of applications and associated processes
Establish, maintain and follow necessary processes and procedures for operational support of designated applications.
Remove obstacles and barriers to allow team to complete tasks and escalate appropriately.
Must show the ability to facilitate discussions in order to elicit business needs from diverse, cross-functional resources and to challenge and raise the bar to ensure that we are doing the right thing for Cigna and our customers.
Support the development and/or modification of internal standard operating procedures and champion for continuous improvement, adoption, execution and implementation of new functionality and processes
Develop Disaster Recovery and BCP plans for supported applications
Perform human resource activities including hiring and onboarding, training, compensation planning, employee relations concerns or issues, and engagement of Senior Managers and HR as appropriate.
Measure the Service performance and provide compliance reporting on a Monthly basis
Use the wider International Health Delivery teams to fulfill requests as required to meet service levels.
Audit & Compliance - Responsible for remediation of pen tests, vulnerability tests, GCCOE findings and audit remediation
Provide 24/7 Application Support service
Provide Project support resources on an ad-hoc basis.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About Cigna Healthcare
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.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

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