Job Description

INTRODUCTION TO EVERNORTH:

Evernorth Health Services India, established in Hyderabad in 2024, is an innovation hub for Evernorth Health Services, the pharmacy, care and benefits division of The Cigna Group. The innovation hub will support innovation-focused areas, such as generative AI, product development, process improvement, analytics, and software engineering across The Cigna Group and its businesses. Evernorth Health Services India builds on The Cigna Group’s existing presence in India.

About Evernorth Health Services:

Evernorth Health Services (Evernorth) is the pharmacy, care and benefits solution division of The Cigna Group - a Fortune 16 global health company with 75,000 employees, 186 million customers in more than 30 countries and jurisdictions around the world. Evernorth exists to make the prediction, prevention, and treatment of illness and disease more accessible to millions of people. We do this by creating and connecting premier health services offerings, such as benefits management, pharmacy, care solutions, insights and intelligence.

About Cigna:

The Cigna Group is a global health company committed to improving the health and vitality of individuals and communities around the world and includes products and services marketed under its Cigna Healthcare and Evernorth Health Services subsidiaries. Cigna Healthcare is the health benefits provider of The Cigna Group, serving customers and clients through its U.S. Employer, U.S. Government, and International Health business. Evernorth Health Services is the pharmacy, care and benefits solution division of The Cigna Group.

Job Title

Technical Support Senior Analyst – Collaboration Services OperationsTechnical Support Senior Analyst – Collaboration Services Operations

The Technical Support Senior Analyst – Collaboration Services Operations is responsible for providing advanced operational support for enterprise collaboration technologies, including messaging, faxing, and mobile device services. This role serves as a senior technical contributor, handling complex incidents and requests, supporting production environments, partnering closely with Engineering teams, and helping ensure high availability, performance, and security of Collaboration Services for Evernorth and The Cigna Group colleagues. This role is primarily operational in nature, focused on production support, platform stability, and service excellence, while closely partnering with Engineering teams on escalations, defect resolution, and lifecycle initiatives.

• Provide advanced administration, operational support, and troubleshooting for Microsoft Exchange (On‑premises and Online), Microsoft Teams, and Endpoint Mobility Management (EMM) solutions.
• Serve as senior technical escalation resource, providing guidance during high-severity incidents and influencing operational best practices across Collaboration Services.
• Perform detailed root cause analysis for production incidents and support corrective and preventive actions.
• Collaborate closely with Engineering, Infrastructure, Security, and Service Desk teams to resolve issues and support enterprise technology initiatives.
• Open, manage, and review vendor support cases for both minor and major product-related issues
• Document operational procedures, support processes, and technical knowledge to improve service consistency and support readiness.
• Support patching, maintenance, and lifecycle activities for existing and newly introduced collaboration products and services.
• Manage and renew security certificates for supported applications using Venafi Certificate Management.
• Proactively monitor supported platforms to ensure availability, security, and operational stability.
• Participate in a 24/7 on-call rotation, including weekends and holidays, responding to EOCC-managed incidents in alignment with SLA expectations.
• Assist in identifying opportunities for automation and operational efficiency for repeatable support tasks.

Provide knowledge transfer and technical guidance to Service Desk teams for common issues and support patterns.< >High school diploma or equivalent Overall, 3-5 years of experience requiredAt least 3 years of IT engineering/support experience Hands-on experience with Exchange Online, Azure AD, and Microsoft 365Experience supporting Microsoft Teams and enterprise collaboration services.Experience using ServiceNow for incident, request, and change management.Prior experience with Exchange mailbox migrations preferred. PowerShell scripting experience is a plus.

Microsoft certifications are preferred.< >Strong analytical and problem-solving skills for diagnosing complex production issues. Excellent written and verbal communication skills.Ability to establish strong internal, colleague-driven relationships and work effectively in a collaborative environment.Experience developing technical documentation and support procedures.

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