Technical Customer Support Senior Analyst (Mainframe Operations)

The Cigna Group•Bloomfield, CT

2d•Remote

About The Position

The job profile for this position is Technical Customer Support Senior Analyst, which is a Band 3 Senior Contributor Career Track Role. We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. Our people make all the difference in our success. Bring your expertise to a team that keeps critical systems running. In this role, you will help ensure the stability and performance of our core mainframe environment. You’ll solve complex issues, improve operational processes, and partner across teams to keep business-critical systems available and reliable. This is a hands-on role for someone who thrives in a fast-paced environment and enjoys both troubleshooting and continuous improvement.

Requirements

5+ years of IT experience, with at least 5 years in IBM Mainframe Operations
Hands-on experience with mainframe scheduling tools (e.g., ESP, CA7, Robot, UC4)
Strong working knowledge of MVS, JES, CICS, DB2, and VTAM commands
Experience with JCL, NDM, and FTP processes
Proven ability to troubleshoot complex production issues and drive resolution independently
Experience using incident management tools such as ServiceNow
Strong prioritization skills with the ability to manage multiple incidents at once
Effective communication skills and ability to lead discussions during critical incidents
Demonstrated ability to collaborate across teams and influence outcomes
Self-starter mindset with the ability to work independently with minimal oversight

Nice To Haves

Experience in the healthcare or PBM industry
Exposure to process improvement or automation within operations environments
Associate’s degree, certification, or higher in a related field (or equivalent experience)
Experience mentoring or supporting junior team members

Responsibilities

Monitor the health of the mainframe environment in real time and act quickly to prevent or resolve system issues
Analyze and resolve batch job failures (abend resolution) to ensure schedules remain on track
Perform system maintenance activities, including IPLs and PORs, to maintain system stability
Investigate alerts and incidents, open and manage tickets, and drive issues through to resolution
Lead incident bridge calls, engaging the right teams to restore service quickly
Create and maintain clear documentation, including standard operating procedures (SOPs) and runbooks
Identify opportunities to improve monitoring quality and reduce unnecessary alerts
Partner with engineering, application, and vendor teams to strengthen incident response and system reliability
Support scheduling tools by managing agent installs, upgrades, and decommissions
Validate system performance after upgrades or changes to ensure stability
Provide Level 2 support and guidance to junior team members, helping build team capability
Anticipate potential issues and proactively address risks to minimize impact