Career Opportunities at Cigna

Job Summary

To be considered for this role, candidates must have at least eight years' experience as part of an EUC Engineering team within an enterprise setting. Demonstrate practical experience with most of the technologies below and a proven history of leading large-scale EUC projects and improvements.  Fluency in both spoken and written English is essential, along with strong communication and collaboration skills and exceptional problem-solving abilities. Available for a 6 month contract.

Key Responsibilities

• Manage and maintain the SCCM/MECM infrastructure, including software deployment, OS imaging, patch management, and compliance reporting.
• Manage, maintain and optimize Citrix Cloud and Virtual Desktop Infrastructure (VDI) environments to ensure high availability and performance.
• Manage and maintain Group Policy Objects (GPOs) for enforcing security configurations, user environment settings, and compliance standards.
• Collaborate with security, networking, and infrastructure teams to deliver comprehensive solutions in line with enterprise standards.
• Lead troubleshooting efforts for complex end user computing issues and serve as an escalation point for the wider team.
• Contribute to roadmap planning, technology evaluations, and continuous improvement initiatives.
• Produce and maintain technical documentation, runbooks, and standard operating procedures.
• Proactively monitor and resolve infrastructure service issues before escalation occurs.
• Ensure Service Now incident, request, problem, and change records are proactively updated.
• Participate in change activities that may be scheduled outside normal working hours.
• Drive project deliverables and initiatives to completion, collaborating with key stakeholders and project managers to implement solutions.
• Adhere to Information Protection Policies and Business Continuity Plans.

Skills and Experience

• 5 to 6 years of demonstrable experience leading technical EUC infrastructure projects.
• Deep expertise in Microsoft SCCM / MECM / Intune, including configuration, administration, software deployment, OS deployment (OSD/MDT), and patch management.
• Proven experience implementing, designing, and supporting Virtual Desktop Infrastructure (VDI) at enterprise scale.
• Strong troubleshooting skills in Microsoft Windows, O365, GPO, and FSLogix.
• Experience with Service Now change and incident management workflows.
• Service and customer-centric mindset.
• Excellent problem-solving and critical thinking abilities.

Additional desirable experience includes:

• DevOps – Image Management and support of Azure Virtual Desktop.
• Automation using PowerShell.
• Knowledge of Nutanix HCI.
• Agile Project Management methodology.
• Thin Client Technology.
• ITIL certifications.

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YOUR JOB: 

• Accountable to review and assess inventory levels, coordinating daily goals and planning and adjust where needed in view of achieving KPIs.
• You are accountable to ensure that productivity, quality and customer satisfaction, are managed within own team and motivation of the individuals and team to achieve the operational KPI’s.
• Being proactive in identifying improvement/enhancement opportunities and be an active owner of seeking and sharing ideas for innovation in business processes.
• Striving to provide excellent service to our members and clients.
• Ensure strong employee engagement within the team, including day to day involvement, motivation, conflict management, training, well-being and performance by providing coaching and skill development in collaboration with the Communication Management Team.
• Ensure appropriate performance management actions are taken.
• Having quarterly check-in conversations with all team members.
• Promote a culture of continuous improvement and be fully accountable for the implementation of new ways of working and the measurement of the results in alignment with the broader.
• Communication Strategy and in coordination with the Management Team.
• Taking ownership of any escalated cases and provide updates to the Team Senior Supervisor on any issues.
• Proactively address and/or escalate any risks to the Team Senior Supervisor.
• Developing/maintaining proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service. Actively encourage all team members to do likewise.
• Option to take over SPOC role for particular clients/accounts if required.
• Being able to represent the organization during client visits, absences, stakeholder meetings, or act as a relationship manager towards some of our strategic partners.

​​​​​​​SKILLS AND KNOWLEDGE NEEDED: 

• Strong performance track record.
• International mind-set, with holistic view and able to work remotely with peers across locations.
• 3 years of Cigna experience, or 2 years relevant leadership experience in other functions/companies.
• Experience and/or interest in coaching, managing, developing and motivating individuals.
• Experience and/or interest in conflict management.
• Experience in complaint management - with a proven track record in improving customer service standards.
• Strong communication and presentation skills, and knowledge of Window tools, e.g. Excel, PowerPoint, Windows.
• A growth mind-set with a positive attitude towards change and the ability to play an active role in implementing change initiatives.
• Excellent interpersonal skills: strong empathy and listening skills, strong articulation and communications skills, passionate.
• Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members.
• Action-orientated problem-solving attitude.
• Excellent organization, planning and prioritization skills.
• Able to seek out best practice to effectively deal with diverse, complex and highly sensitive issues.
• Results orientated – ability to cascade and translate goals, establish plans and manage work to achieve desired outcomes. Create meaningful business-related metrics and track progress/results.
• Accountability – assume ownership for achieving personal results and collective team goals.