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 workplace. 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 as

📌 Technical Support Senior Supervisor (Bengaluru)
🏢 Cigna Healthcare
📍 Bengaluru