About this role
ABOUT EVERNORTH:
Evernorth℠ exists to elevate health for all, because we believe health is the starting point for human potential and progress. As champions for affordable, predictable and simple health care,
we solve the problems others don’t, won’t or can’t.
Our innovation hub in India will allow us to work with the right talent, expand our global footprint, improve our competitive stance, and better deliver on our promises to stakeholders. We are passionate about making healthcare better by delivering world-class solutions that make a real difference.
We are always looking upward. And that starts with finding the right talent to help us get there.
As an Associate Manager/Manager – Control & Governance , you will lead the design, operation and continuous improvement of engineering controls across the service.
Experience & Education:
- 9+ years of experience in technology delivery, production support, service operations, application support governance or a related discipline.
- 2+ years of experience leading production-support governance, service-performance monitoring or cross-functional operational teams in a complex enterprise environment.
- Proven experience monitoring production-support activities, service health, incident and problem management, SLA/KPI performance, ageing tickets, root-cause actions and operational risks through to closure.
- Relevant certification in ITIL, IT service management, Agile, project management, etc.
- Experience governing third-party vendors in an onshore/offshore delivery model.
Desired Experience:
- Experience in healthcare technology or another highly regulated industry.
- Strong knowledge of IT service management practices, including incident, problem, change, request, knowledge, availability and service-level management.
- Experience developing production-support dashboards, service scorecards and automated operational reporting using ITSM, data-visualisation or workflow tools.
- Experience identifying recurring service issues and driving improvements in support processes, escalation effectiveness, operational resilience, automation, knowledge management and vendor performance.
Location & Hours of Work
(Specify whether the position is remote, hybrid, in-office and where the role is located as well as the required hours of work)
Equal Opportunity Statement
Evernorth is an Equal Opportunity Employer actively encouraging and supporting organization-wide involvement of staff in diversity, equity, and inclusion efforts to educate, inform and advance both internal practices and external work with diverse client populations.
About Evernorth Health Services
Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.