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Software Engineering Director, Application Support
2 months ago
We are the Sales, Underwriting and Pricing technology team, a part of U. S. Employer Front End Technology organization. We build, and support mission critical applications used by U.S. Employer's Sales Management, Underwriting and Pricing operations teams - quickly and reliably. Our systems process between 75K -95K sales opportunities per year across multiple market segments resulting in over 4.5 million pricing calculations. We are over a 100 code releases per year and support over 30 assets.
The impact you will have
As Software Engineering Director - Application Support for Sales, Underwriting and Pricing, you will:
- Lead a team of L1/L2 production support engineers onshore and offshore, mentor, inspire to find new ways to support day-to-day needs.
- Drive strategic initiatives related to performance, stability and process for the mission critical applications used by SUWP users; working closely with direct team and cross functional partners to deliver needed results in tough circumstances and expedited timelines
- Using industry best practices, you'll oversee application troubleshooting, maintenance, identification, escalation, and resolution of issues.
- Maximize the effectiveness of the Production Support organization through the prioritization, processing, and funneling of data, information, and recommendations needed to make important decisions and take impactful and measurable action
- Foster strong relationships with technology, business partners, 3rd party partners and collaborate across multiple levels of management and effectively communicate strategies and resolutions
- Drive a culture of continuous improvement and accountability with a bias for action when you see a problem that needs to be solved
- Serve as a trusted strategic advisor to Business and Technical leadership
- Incident and problem management - Provide technology leadership during outage calls until systems are up and running, partner closely with technology operations, drive root cause analysis and completion of corrective actions, with timely communications to leadership and relevant stakeholders.
- Helpdesk management and operations - Maintain an L1/L2 production support strategy that aligns with the overall IT and business objectives of the organization; develop processes to align with team goals and continuous improvements with ticket engagement & resolution speed and accuracy and drives user satisfaction.
- Stakeholder partnerships - Build relationships and collaborate with key business and technology stakeholders across the Sales, Underwriting and Actuarial Pricing landscape
- Strategic planning - Create and maintain a production support roadmap focused on measurable optimizations and reporting factoring in business user expectations, technology and enterprise positions and industry trends in support management.
- Communications - Lead production support related communications across monthly operating review & steering meetings, escalations, RCA reviews and change / release communications, production environment changes and release notifications
- Operational reviews - Build KPI reporting to measure support service & performance on a weekly, monthly, and quarterly basis highlighting gaps & opportunities, alerting / monitoring; identify themes, patterns, focused on stability improvements / helpdesk ticket resolution / performance / security
- Talent and Team Management - Manage near-shore and off-shore 24/7 support service team in place to ensure best practices are followed for process, triage, communication while developing people to meet both their career goals and the organization's goal
- Budgets and Financial management - Manage team financials and strategic vendor relationships
This critical role interfaces with other technology teams, 3rd party partners, business partners and requires a strong sense of ownership. A wide variety of strengths and capabilities, including the below is required
- A passion for problem solving and curious mindset
- Excellent communication skills to succinctly deliver key messages and explain technical subject matter to technical, business audience and executives
- Critical thinking and take a leading position with quick decision making skills in a fast paced environment and in occasionally high pressure situations
- Comfortable with ambiguity and willing to take principled bets; be able to see big picture and connect the dots
- Navigate organizational structures to drive consistent transformation and change for process improvements for support service
- Experience and ability to logically analyze the business needs, provide solutions and document processes
- Instill a culture of constant learning, improvement and operational excellence
- Bachelor's degree in information technology, Computer Science, Engineering, or related field strongly preferred
- 8+ years of experience in a software engineering environment and familiarity with deployment environments, software applications, databases, systems interactions
- 5+ years of experience in managing technical or engineering teams, organizational budgets, and vendor relationships
- Knowledge of ITIL, Lean Methodology, ITSM best practices in the areas of incident management, problem management change management, service beneficial
- Strong leadership, collaboration, and negotiation skills with technical and non-technical groups and a demonstrated ability to lead through influence, resolve conflicts and build consensus
- Effective and clear communication skills with all levels of management
- Ability to process complex information, synthesize key themes, and recommend paths forward
- Ability to create presentations & reports in summarized fashion and communicate visually
- Ability to cultivate a culture of openness, transparency, and inclusion
- Strong understanding of financial control and budget management
- Flexible working out of business hours as needed
- Demonstrated ability to grow and motivate team
- A can-do attitude - no task is too big or too small
For this position, we anticipate offering an annual salary of 161, ,100 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.
We want you to be healthy, balanced, and feel secure. That's why 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) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group.
About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we're dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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: for support. Do not email 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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