**HIH – Infrastructure Engineering Manager - Senior Manager Enterprise Operations Command Center Level 2 Operations** **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. **Section 1: Job Title** Clearly state the position’s title to convey the role and level of responsibility. **Section 2: Position Overview** Provide a concise summary of the position, its purpose, and its importance within the company. **Position Overview** **Attention-Grabbing Intro** Help us architect our future. Be a leader of leaders. Get ready for a job that encourages you to think strategically yet stay connected with your teams. Do you have a premium-brand regional or strategy experience? If so, prepare to innovate, create and inspire. The Senior Manager Severe Incident Manager is responsible for managing the team that is responsible for facilitating technology outage calls and sending out communications (text and e-mail) that inform personnel and senior leadership of the issue so that informed business decisions can be made. **About Cigna** Cigna is a global health service company dedicated to helping the people we serve improve their health, well-being, and peace of mind. But we don't just care about your well –being, we care about your career health too. That's why when you work with us, you can count on a different kind of career – you'll make a difference, learn a ton and share in changing the way people think about healthcare. **Section 3: Responsibilities** Clearly outline the primary duties and tasks associated with the role. Use action verbs (i.e., lead, drive, analyze, assess, research, etc.) to convey expectations. **Responsibilities** + Responsible for mentor, coach, and lead a team. + Demonstrates strategies and come up with solutions to resolve issues. + Responsible to collaborate with all levels of management and communicate effectively + Responsible for identifying new items to transition into the Enterprise Operations Command Center, EOCC, as well as ensuring all items that are in the EOCC have appropriate current documentation: SOPs, and process documentation specific situations. + Responsible for representing the EOCC organization as well as the ETOC, Enterprise Technology Operations Center, to other organizations in technology and be representative of the organization to the business operations and external partners/vendors. **Section 4: Qualifications** Specify the skills, experience, and education required for the role. Differentiate between the “must-haves” and “nice-to-haves”. **Required skills** : List the specific skills required for the job, including technical, leadership skills, and any industry-specific skills. **Required Experience** : Clearly state any mandatory requirements, such as formal education, certifications, licenses, or specific years of experience. **Desired Experience** : List any “nice-to-have” experience, including industry experience, exposure to specific technologies, certifications, etc. **Qualifications** **Required Skills:** + Strong written and verbal communication skills with the ability to interact with all levels of the organization. + Strong influencing/negotiation skills. + Strong interpersonal/relationship management skills. **Required Experience & Education:** + 13-16 years of total experience in Technology + Preferred 8–12 years of experience in Technology Operations and 4-6 years of Management experience. + Preferred College/University Degree + Ability to lead and develop a team. This includes, hire, grow and promote. + Ability to detonate improve empowerment and enablement with the team. + Must be able to lead calls and facilitate major incidents. + Must be able to communicate effectively with stakeholders. + Must be able to demonstrate gathering items to onboard into the EOCC. + Ability to lead onboarding operations into the EOCC. + Has experience in leading and complete projects timely and effectively. + Has experience and understanding of how this role will ITIL Operations and Incident Management. + Experience managing and maintain reports for technology teams. + Working experience managing and maintain analytics for the team. + Working experience analyzing processes that need improvement (Technology Wide). + Working experience using Service Now preferred. + Experience using Reporting Skills – Business Analytics, Tableau + Excellent Written Communications experience. + Experience using or knowledge in general technical knowledge, Midrange, Network, Application, Database, Cloud, Security, + Working experience using or knowledge of how metrics are used management, business, and knowledge of developing metrics to measure organization status/success. **Desired Experience: ** + Coaching of team members **Location & 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.