About The Role

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

The role of the incumbent is to oversee and enhance the delivery of IT services to meet the organization's needs, ensuring efficiency, responsiveness, and customer satisfaction while maintaining high standards of service quality and reliability.

Job title

Cigna IT SPOC

Job Description

Education

Master's/bachelor’s degree in MCA/ BCA, BE / B. Tech,

Experience

3+ Years experience in IT Management with at least 2-3 years’ experience as a team leader or in an IT
department managerial role.

Mandatory Skills

Technical troubleshooting and problem-solving
Vendor management and procurement
Excellent communication and interpersonal skills
Excellent time management, multitasking skills and strong problem-solving skills

Preferred Skills

Comprehensive Understanding of Network architecture and Client/ server
Extensive experience in the delivery of IT incident and problem management
Experience with Mac, Linux and Windows platforms
Cloud and VDI Infra

Roles & responsibilities

Managed end-to-end IT service delivery operations, ensuring timely incident resolution and service request fulfilment.
Led a team of [X] support technicians, providing coaching, training, and performance evaluations.
Collaborated with stakeholders to define and document service-level agreements (SLAs) and operational procedures.
Implemented ITIL-based processes, including incident management, problem management, and change management.
Improved incident response time by [X]% through process optimization and team training.
Monitored service metrics and generated reports to track performance and identify areas for improvement.
Worked closely with vendors to manage hardware and software procurement, maintenance, and licensing.
Conducted user satisfaction surveys to gather feedback and drive continuous service improvement.
Overseeing and determining timeframes for major IT projects including system updates, upgrades, migrations and outages
Managing and reporting on allocation of IT budget
Providing direction for IT team members
Identifying opportunities for team training and skills advancements
Ensure ICSAT, ESAT scores are maintained