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.

Role Summary
The Production Support Manager (Offshore) is responsible for providingunified leadership and operational governance across UDDS digital platforms, includingmyCigna, Cigna for HCP, Employers, Brokers, SI, and Interops. This role owns end‑to‑end production support delivery for Tier 1 and Tier 2 applications, ensuringstability, resilience, and continuous improvement across a highly interdependent digital ecosystem.
As the single accountable offshore leader, this role drivesstandardization, ownership, and faster decision‑making,



coordinates Hyderabad‑based FTEs and contractors, leads high‑severity incident management, and advancesAI‑ and automation‑led L2 operations to reduce manual effort and improve operational efficiency at scale.
Key Responsibilities
Operational Leadership Governance

- Providesingle‑point offshore leadership for production support across all UDDS digital platforms.
- Establish and enforceconsistent operational governance, support standards, and escalation protocols.
- Drivefaster, data‑driven decision‑making across interdependent platforms and support towers.
- Own offshore delivery outcomes foravailability, performance, stability, and SLA adherence.

Incident Problem Management

- Act as theprimary authority for managing Sev‑1 and Sev‑2 incidents, including stakeholder bridge calls and executive communications.
- Leadcross‑tower coordination during major incidents involving infrastructure, security, vendors, and application teams.
- Ensure robustroot cause analysis (RCA), problem management, and preventative remediation.
- Reduce repeat incidents through trend analysis and proactive risk identification.

Team Delivery Management

- Lead and developHyderabad‑based FTEs and contractors under a single operating model.
- Driveskill development, knowledge depth, and succession planning across platforms.
- Foster strongteam morale, accountability, and ownership in a 24×7 support environment.
- Optimize shift coverage and support readiness for critical Tier 1 and Tier 2 applications.

AI, Automation Continuous Improvement

- ChampionAI‑ and automation‑led L2 improvements to reduce manual triage and repetitive work.
- Partner with engineering, SRE, and platform teams to driveincident prevention and self‑healing capabilities.
- Leverage monitoring, analytics,



and operational data to improveMTTR, incident quality, and service reliability.
- Drive continuous operational efficiency and scalability across the support model.

Stakeholder Cross‑Functional Collaboration

- Serve as theprimary offshore interface for onshore leaders, product teams, SRE, infrastructure, and vendors.
- Provideclear, concise operational updates to senior leadership during incidents and reviews.
- Ensure seamless coordination across platforms to support business‑critical digital journeys.

Required Qualifications

- 10 years of experience inApplication Production Support / IT Operations, with at least 5 years in a leadership role.
- Strong experience supportinglarge‑scale digital platforms (web, mobile, APIs) in a 24×7 model.
- Proven expertise inMajor Incident Management, cross‑tower escalation, and stakeholder communications.
- Experience managingoffshore teams, including FTEs and contractors, at scale.
- Hands‑on understanding ofITIL, SRE, and operational excellence practices.

Preferred Qualifications

- Experience supportinghealthcare or regulated digital platforms.
- Exposure toAI‑driven operations, automation, and L2/L3 efficiency initiatives.
- Familiarity with observability and support tools (e.g., ServiceNow, monitoring and APM platforms).
- Solid executive communication and leadership presence during high‑pressure situations.

Location
Hyderabad, India (Offshore)
24×7 Support Model

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.

📌 Application Development Senior Manager - HIH - Evernorth (Hyderabad)
🏢 The Cigna Group
📍 Hyderabad