The Cigna Group

Technical Support Director – Production Support

The Cigna Group

full-time

Posted on:

Location Type: Hybrid

Location: Bloomfield • Connecticut • Montana • United States

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Job Level

Lead

About the role

  • Set strategic direction for production support operations, focusing on service reliability, resiliency, and continuous improvement.
  • Lead and develop global Level 2 production support and business support teams operating in a 24x7 environment.
  • Ensure consistent application of ITIL-aligned practices across incident, problem, request, change, and configuration management.
  • Strengthen application availability and performance through proactive monitoring, observability, and operational insights.
  • Drive structured root cause analysis and ensure corrective actions are implemented to prevent repeat issues.
  • Partner closely with DevOps, QA, and Development teams to improve production stability and deployment quality.
  • Lead the adoption of SRE best practices, including SLIs, SLOs, error budgets, and proactive reliability engineering.
  • Drive automation and reduction of manual toil through tooling, self‑service platforms, and continuous improvement initiatives.
  • Partner with engineering and product leaders to embed reliability, scalability, and operational readiness into all stages of delivery.
  • Provide executive‑level reporting on availability, reliability KPIs, operational risks, and improvement roadmaps.
  • Oversee global vendor partners across onshore, nearshore, and offshore models, holding teams accountable to service levels and outcomes.
  • Improve and sustain on-call support models, escalation paths, and high-severity incident response.
  • Ensure CMDB accuracy, configuration integrity, and meaningful dependency mapping.
  • Create and maintain dashboards that provide clear visibility into service health, trends, and operational performance.
  • Collaborate with business and technology stakeholders to align support outcomes with organizational goals and customer needs.

Requirements

  • Minimum of 8 years of experience leading enterprise production support or IT operations in a 24x7 environment.
  • Demonstrated leadership of technical and business-facing support teams.
  • Strong working knowledge of ITIL practices and operational service management.
  • Proven experience managing global vendor support models.
  • Ability to lead through change with a growth mindset and a focus on people development.
  • Excellent communication, collaboration, and influencing skills.
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ITILSRE best practicesSLIsSLOserror budgetsroot cause analysisautomationconfiguration managementproactive monitoringobservability
Soft Skills
leadershipcommunicationcollaborationinfluencingpeople developmentgrowth mindsetstrategic directioncontinuous improvementaccountabilityproblem-solving