Technical Support Senior Supervisor - Cigna Healthcare

Role Summary 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 escalate effectively to senior technical teams. 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.

Role Overview You will manage the IBM i / AS400 application support team responsible for the Policy Administration System and related operational services. You will ensure the assignment group works with strong discipline across incident management, request handling, operational recovery, batch support, queue management, escalation, backlog control and stakeholder communication. The role operates in an ITIL-aligned and Agile environment.

It leads the L2 support analysts and works closely with L3 engineering, IT Application Owners, Service Performance, Problem Management, Change Management, Infrastructure, Enterprise Operations and business stakeholders. You will partner with the IT Application Owner to provide a clear view of service health, operational risk, recurring issues, backlog and improvement priorities. The IT Application Owner owns the service outcomes; this role owns the operational execution and team performance needed to support them.

Key Responsibilities 1. Assignment Group Leadership & Operational Control Manage the IBM i application support assignment group and ensure the team operates with clear ownership, accountability and service discipline. Ensure all incidents and requests have a named owner and are actively progressed. Maintain control of the support queue, ensuring no ticket is left unowned, idle or invisible.

Review open incidents, requests, aged tickets, stuck tickets and priority items on a regular basis. Ensure team members understand priorities, escalation paths and expected ticket handling standards. Lead daily or regular operational reviews to maintain visibility of workload, blockers and service risks. Escalate issues early where the team is blocked by dependency, capacity, ownership or technical constraints.

2. Incident & Request Management Ensure incidents and service requests are managed through ServiceNow in line with agreed processes and service levels. Monitor incident and request queues to ensure timely assignment, updates, progression and resolution. Drive timely resolution of incidents, particularly where there is business impact or SLA risk. Ensure priority incidents are handled with urgency, clear ownership and appropriate stakeholder communication.

Review ticket quality, including categorisation, prioritisation, updates, resolution notes and closure information. Reduce hand-offs, unnecessary reassignment and poor ticket routing through improved triage and team discipline. Ensure all priority incidents have appropriate follow-up, RCA input and recovery actions documented where required. 3. Service Performance, SLA & Backlog Management Monitor SLA performance, MTTR, incident volumes, request volumes, aged backlog, stale tickets and reassignment trends.

Use ServiceNow dashboards and reporting to actively manage service performance and queue health. Reduce aged backlog and ensure overdue or long-running tickets are actively reviewed and progressed. Ensure tickets are updated regularly and do not remain silent for extended periods. Identify emerging workload, capacity or quality iss