Sagility→
Cigna IT SPOC at Sagility in Alabang, Plaza E Building
Job Description
Cigna IT SPOC
Location: Alabang, Plaza E Building · Partially Remote/Hybrid
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.
Job title:
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
Location: