Technical Support Senior Supervisor (IBM i/AS400)

Location: Bengaluru, India

Company

Cigna Healthcare, part of hirify.global, helps customers navigate the healthcare system and make informed decisions to improve their health and vitality.

What you will do

• Lead the IBM i/AS400 application support assignment group for the Policy Administration System and related operational services.
• Control incident and request queues in ServiceNow, ensuring ownership, timely progression, quality updates, and SLA adherence.
• Monitor MTTR, incident volumes, aged backlog, stale tickets, reassignment trends, and operational risks using dashboards and reports.
• Oversee batch operations, system alerts, operational recovery, critical transaction windows, and escalation to L3 engineering or infrastructure teams.
• Drive recurring issue reduction through problem management, root-cause analysis, known-error tracking, and corrective actions.
• Coach L2 analysts, improve cross-training and resilience, and maintain runbooks, knowledge articles, escalation paths, and recovery procedures.

Requirements

• Experience leading or coordinating an application support, production support, service desk, operations, or technical support team.
• Strong knowledge of incident, request, problem, and change management in an ITIL-aligned environment.
• Experience managing support queues, SLAs, aged backlogs, ticket quality, operational priorities, and stakeholder communications.
• Experience with ServiceNow or a similar IT service management platform and the use of metrics and dashboards to drive action.
• Understanding of troubleshooting, application logs, databases, interfaces, batch processing, integrated systems, and operational recovery.
• Exposure to IBM i/AS400 environments is preferred; RPG development and hands-on coding are not required.

Nice to have

• ITIL Foundation certification or equivalent practical experience.
• Experience with ServiceNow dashboards, reporting, operational scorecards, or CMDB and knowledge management.
• Experience in healthcare, insurance, financial services, regulated environments, or other business-critical transactional platforms.
• Exposure to SQL, Jira, Agile delivery, shift-based or on-call support, and distributed or vendor-supported teams.

Culture & Benefits

• Work in an ITIL-aligned and Agile operational environment.
• Collaborate with IT Application Owners, L3 engineering, Service Performance, Problem Management, Change Management, Infrastructure, Enterprise Operations, Security, Compliance, vendors, and business stakeholders.
• Build experience in application support leadership, service performance management, stakeholder governance, problem management, and production support transformation.