Technical Customer Support Senior Analyst (Mainframe Operations)

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.

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

Required Qualifications

• 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

Preferred Qualifications

• 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

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance.  Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.