Cigna-Evernorth Services Inc. seeks a Production Support Director for the Bloomfield, CT location to be part of the Global Solutions Group (GSG) Operations team..
Responsibilities:
• Lead functional/technical analysis efforts for resolution of various customer reported issues in mobile and web applications.
• Troubleshoot issues with multiple delivery teams, third party vendors, and clients.
• Create and manage automated scripts for functional monitoring of mobile and web-based applications.
• Liaise between multiple technical teams to resolve problems in complex architecture/designs.
• Provide effective product backlog management and prioritize user stories with business partners.
• Lead and manage daily Scrum and Production Defect Resolution calls, as well as troubleshoot calls.
• Hold primary accountability for all production activities related to GSG applications including myCigna Mobile, Cigna Home Delivery Pharmacy (CHDP), Drug Price Quote Tool (DPQT), PDL Viewer, Cigna Health Assessment, Brand Portal, Media Bin, CGS Customer Portal (CPSE), CGS Admin Portal (BI Admin), Cigna Easy Choice Tool (CECT), Envoy Mobile, Envoy Client Portal, Cigna Virtual Health (CVH), MENA, Centricity, Newsroom, Cigna.com Microsites, Livesite Content Services (LSCS), Content Hub, and Teamsite in the production environment.
• Facilitate communication with delivery teams, driving efficiencies, quick turn-around, and the quality resolution of production defects that impact GSG internal and external customers.
• Hybrid work schedule.
Qualifications:
• Bachelor's degree in Computer Science or related field and 5 years of experience in any healthcare application support role.
• Must have experience with: managing IT production support for web and mobile healthcare applications;
• Ensuring stability and compliance for HIPAA-sensitive systems; Building and managing geographically distributed 24x7 support teams for large-scale digital assets;
• Dynatrace for Real User monitoring, API monitoring, and synthetics; Tealeaf and Discover for real time user analytics;
• Splunk for log indexing, monitoring, and reporting; Implementing automated reporting and dashboards to improve incident visibility and operational efficiency;
• ETL and Databricks job monitoring with alerting, runbook-driven remediation, automated retries/rollbacks, and escalation workflows;
• Incident management including defining Service Level Objectives, categorizing severe incidents, and driving resolution for critical issues;
• Managing production support operations meeting Service Level Agreements for ticket volumes exceeding 1,000 per week across multiple channels including customer calls, app store complaints, opinion labs, and automated monitoring alerts;
• Handling surge traffic and application usage spikes during peak periods ensuring operational readiness and stability; Managing Fortune 500 client relationships, including addressing highly escalated situations with client executives and providing direct customer support;
• Collaborating with vendors for operational support across platforms including AWS, Okta, and Auth0 to ensure secure and reliable services;
• Supporting applications integrated with 3rd party security tools for secure access and threat mitigation;
• Responding to security breaches and privacy issues including coordinating with Information Protection and Compliance teams;
• Implementing remediation measures to protect sensitive healthcare data; Site reliability engineering principles including embedding operational readiness, automation, and resilience;
• Oversight of production support for customer, employer, provider, and public portals and mobile applications;
• Supporting cloud-based solutions; Managing AI-driven customer applications; Handling legal and security audits fro government agencies and ensuring regulatory adherence; and
• Stake holder communication including presentations for senior IT executives, business partners, and application product owners to convey operational readiness, performance metrics, and strategic recommendations.
Salary Range: $203,362-$271,600/year
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.
For this position, we anticipate offering an annual salary of 163,000 - 271,600 USD / yearly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus and long term incentive plan.
At The Cigna Group, you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.
