Senior Technical Support Analyst
Core
Providing advanced operational support, troubleshooting, and root cause analysis for enterprise collaboration technologies including messaging, faxing, and mobile device services.
Role type
Senior Technical Support Analyst (Collaboration Services Operations)
Builds
Production stability and service excellence for Microsoft Exchange, Teams, and EMM solutions for Evernorth and The Cigna Group
Domain
Enterprise IT Operations / Collaboration Services
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Microsoft Exchange administration, Microsoft Teams administration, Endpoint Mobility Management (EMM) solutions, root cause analysis, ITIL frameworks, capacity planning, performance optimization, incident management, documentation
Preferred skills
None stated
Technologies
Microsoft Exchange, Microsoft Teams, Endpoint Mobility Management (EMM)
Responsibilities
Provide advanced administration and troubleshooting for collaboration platforms; Serve as senior technical escalation resource for high-severity incidents; Perform detailed root cause analysis for production incidents; Collaborate with cross-functional teams to resolve complex issues; Ensure alignment with service level agreements (SLAs); Support continuous improvement through proactive monitoring and capacity planning; Maintain documentation of procedures and incident reports
Seniority
Senior, hands-on IC