Senior 1st Line Support Analyst

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. We do this by creating and connecting premier health services offerings, such as benefits management, pharmacy, care solutions, insights and intelligence. 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. Technical Support Senior Analyst Collaboration Services Operations Technical 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. Provide advanced administration, operational support, and troubleshooting for Microsoft Exchange (Onpremises and Online), Microsoft Teams, and Endpoint Mobility Management (EMM) solutions. 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. Document operational procedures, support processes, and technical knowledge to improve service consistency and support readiness. Participate in a 24/7 on-call rotation, including weekends and holidays, responding to EOCC-managed incidents in alignment with SLA expectations. Education & Experience: 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 required At 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. Experience developing technical documentation and support procedures. 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. 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. We do this by creating and connecting premier health services offerings, such as benefits management, pharmacy, care solutions, insights and intelligence. 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. Technical Support Senior Analyst Collaboration Services Operations Technical 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. Provide advanced administration, operational support, and troubleshooting for Microsoft Exchange (Onpremises and Online), Microsoft Teams, and Endpoint Mobility Management (EMM) solutions. Perform detailed root cause analysis for production incidents and support corrective and preventive actions. Collaborate closely with Engineering, Infrastructure, Secur