Job Description

About Evernorth:

Evernorth Health Services, a division of The Cigna Group (NYSE: CI), creates pharmacy, care, and benefits 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.

The Manager role requires a proven ability to navigate, influence and deliver results by working with multiple teams implementing end to end solutions. The role has responsibility for relationship management, development and overall project delivery of projects within Specialty Clearance and Intake team. Specifically, this role will support Clearance, Intake and all exception handling plus leveraging technology with Business Process Modeling software.

This role is accountable for end-to-end ownership of Production Support Operations (PSO), ensuring application stability, operational excellence, incident management, service reliability, and continuous improvement across critical Pharmacy platforms. The leader will drive modernization efforts leveraging Java-based technologies, AWS cloud platforms, automation, observability solutions, and emerging Agentic AI capabilities to improve operational efficiency and business outcomes.

Required Experience & Education:

• Bachelor’s Degree Required; Master’s Degree Preferred

• 12+ years of IT leadership

• Proven experience leading/managing technical teams with a passion for developing the talent within the team.

• Strong written and verbal communication skills with the ability to interact with all levels of the organization.

• Experience in Clearance, Intake, Business Process Modeling software, and REST APIs with micro-services as plus.

• AWS and machine learning experience preferred

Specific Application Stacks

• Strong proficiency in Java/J2EE, Spring Boot, ReactJS, Microservices, REST APIs, GenAI, OpenShift/Kubernetes, Oracle, PL/SQL, and AWS cloud technologies; prior experience in software engineering, architecture, and production support operations is highly desirable.

Responsibilities :

• Partner with the enterprise IT organization to design and deliver capabilities

• Oversee the analysis, design, development, and release of new capabilities in an agile development environment

• Works with product owners to gather requirements to support engineering activities, and reports on estimates, timelines and risks to leadership.

• Transform the work structure for getting IT work completed, generating increased efficiency to lower the cost of IT projects

• Is accountable for the performance and results of a team within own discipline or function

• Takes responsibility for resolving escalations and reporting back to operations leadership as needed

• Lead the implementation of the portfolio projects and contribute to technology transformation from the 15 year old technology platform to the future state technology.

• Lead a team of approximately 20 -25 employees with responsibility for delivering end-to-end services in this space

• Participation in cross-departmental IT initiatives

• They will have the added responsibility of creating an environment where new talent can feel welcome and have opportunities for growth

• This role will establish the creation of teams across several Specialty products

• Focus areas for this role will include the Clearance and Intake and all exception handling plus leveraging technology with Business Process Modeling software, and REST APIs with micro-services.

Own end-to-end Production Support Operations (PSO) including incident management, problem management, change management, service restoration, operational governance, and continuous service improvement.

Lead and manage multi-vendor, onshore, offshore, and cross-functional engineering teams ensuring delivery excellence and operational stability.

Establish and track operational KPIs including SLA, SLO, MTTR, service availability, backlog reduction, and customer satisfaction metrics.

Drive automation and operational transformation leveraging Java, AWS cloud services, observability platforms, and AI-powered operational solutions.

Lead Major Incident Management (MIM) activities, executive communication, root cause analysis, and corrective action planning.

Drive adoption of Agentic AI solutions for intelligent incident triage, knowledge discovery, support automation, operational insights, and autonomous support capabilities.

Partner with Enterprise Architecture, Engineering, Product, and AI teams to define and implement next-generation support models leveraging Agentic AI frameworks and intelligent workflow automation.

Build a culture of ownership, operational excellence, innovation, and continuous improvement across the PSO organization.

Qualifications

Required Skills:

• Proven skills in leading high talent teams in local and remote locations

• Strong ability to motivate employees, handle difficult employee relations issues and create a culture that supports high employee morale

• Provide regular, timely feedback to team members and assist in driving their career growth

• Strong communication skills; able to manage leadership relationships

• Advanced problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions

• Demonstrated ability to prioritize work-load and meet project deadlines

• Experience with strategic work planning and budgeting required

• Demonstrated ability to manage toward budget and work plan goals

• Must have proven leadership skills, team-orientation, and a proactive and optimistic management style

• Broad technical experience and understanding of the technology environment

• Thorough knowledge of programming concepts and procedures

• Ability to adapt in a dynamic work environment and make independent decisions

• Strong customer service focus

• Excellent communication skills, including presentations and negotiations with leadership

• Familiarity with health care or specialty industry very helpful

• Willingness to work a flexible schedule to accommodate project deadlines

Strong experience leading enterprise Production Support Operations (PSO) functions supporting business-critical applications.

Proven experience managing multi-vendor delivery teams in a global onshore/offshore operating model.

Strong technical expertise in Java/J2EE, Spring Boot, Microservices, REST APIs, and distributed systems architecture.

Hands-on understanding of AWS cloud technologies and cloud-native application architectures.

Experience with Production Operations, Site Reliability Engineering (SRE), observability, platform resiliency, and operational excellence practices.

Experience driving automation-first operational models and leveraging AI-powered solutions to improve productivity and service reliability.

Knowledge of Generative AI, Agentic AI frameworks, LLM-based solutions, intelligent automation, and AI-assisted support capabilities.

Ability to define and execute an operational AI roadmap including autonomous operations, self-healing capabilities, and intelligent workflow automation.

Preferred Skills:

Experience with vendor management in an onshore/offshore model.

Location & Hours of Work

Full-time position, working 45 hours per week. Expected overlap with US hours as appropriate

Primarily based in the Innovation Hub in Hyderabad, India in a hybrid working model (3 days WFO and 2 days WAH

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