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Manager of Health Cloud Technical Support

Primary Location: Burlington, MA
Additional Locations: MA-Burlington
Aetna's’ mandate is to transform health and wellness via products that enable consumer engagement and best-in-class experience. This team is responsible for Aetna’s digital transformation and all digital products; as well as the development and execution of the digital roadmap. A key part of the responsibility is to build an integrated platform that enables the delivery of products to drive engagement and revolutionize health and wellness. We want you to be apart of the team that will build this next generation platform.

Leveraging your expertise in Big Data, IoT, Native Cloud, Application Development, Machine Learning and Deep Learning, you will join a product team that is building disruptive cloud platform that will transform the healthcare industry and improve the lives of hundreds of millions of people. Aetna Digital is a highly energetic, highly collaborative team that operates as a startup within the Aetna Enterprise. We want you to bring your talent and expertise to drive the change the is desperately needed within the healthcare industry.

Come Join Aetna Digital!

Fundamental Components:
The Manager of Health Cloud Technical Support is an important technical operations role within the CVS Enterprise Digital organization within CVS Health. Focusing on the Health Cloud platform, the mission of this role is providing level 2 technical support of the applications and services built on Health Cloud, as well as coordinating with other support levels and the product teams to facilitate the product support process, and leadership of the actual technical support team. This is a hybrid role initially, as it is the first hire within Health Cloud support. Think “player/coach” in the beginning. Initially, you will not only provide support, until the team builds out, as products roll out. You will also have the responsibility to work with leadership to define the operating process for the department, growth plans, and serve as the key contact for Health Cloud support operations. This position reports to the Senior Director of Partnerships and Health Cloud Support.
This position is responsible for playing a key role in supporting our products, coordinating and interacting with other support levels and organizations, and serving the customers (internal or external) with exceptional customer service quality and commitment. The ideal candidate has prior experience in the areas of support operations buildout, systems integration, business configuration and testing, QA/testing, cloud computing, and/or software. An aptitude and strong desire for needs analysis and resolution implementation are critical.
Key responsibilities:
Works closely with product owners, customers, etc., to analyze system issues to determine proper resolution based on operating procedures.
Participates in planning meetings as required to ensure support readiness for new product launches.
Submits enhancement requests and defect tickets to engineering for issues identified, as required.
Queue management of issues.
Communication and status reporting to management on current issue backlog, support trends, ticket TAT (turnaround time), and managing growth projections for new support staffing needs.
Ensuring team issue resolution within identified SLA (service level) requirements; performing escalation as required.
Oversight of team collaboration with engineering, product teams and RTEs (release train engineers) as required to follow through on defect resolution and code updates into production (not actually deploying the code but tracking the status as it relates to a given issue).
Developing processes for intake of support requests, routing, responding and resolving.
General staff management and operational responsibilities.

Background Experience:
Minimum 8 years of experience in technology related disciplines (technical support, development, QA, etc)
Experience with Agile development methodologies
Experience in Cloud Computing (AWS, GCP, Azure) and Cloud-based services (IaaS, PaaS, SaaS)
Technical team management and mentoring experience
Experience in product development, product management, and/or business development
Experience with development products such as SumoLogic, New Relic, Rally, etc. are a plus
Experience establishing support processes and operations that provide reliable and consistent results
Critical Skills/Competencies
Start-up mentality and desire to execute at a fast pace
Strong critical thinker who makes balanced, insightful decisions
Strong technical proficiency and mindset
Ability to engage in an Agile development environment
Ability to create strong partnerships with other parts of the organization to get work done
Strong organization skills and desire to see things through
Problem Solver mentality; strong research and resolution mindset
Service oriented mindset with strong desire to help others

Bachelor’s degree or equivalent required; degree in computer science, engineering or related technology discipline is a definite plus

Position is located in our Burlington, MA facility. Infrequent travel may be required at time (Approximately 25% on average over a year).

Additional Job Information:
Dollar-for-dollar match up-to 5% of your 401(k) contributions!
Health care (HSA/FSA), dental, vision benefits, PTO
Gym / Showers
A top of the line MacBook Pro
Sit/stand desk
Free Parking (Burlington, MA office)
Aetna-sponsored refreshments, Friday lunches, etc.
Tuition reimbursement
Reimbursement also available for additional Certification, Training & Conferences

Potential Telework Position:

Percent of Travel Required:
10 - 25%

EEO Statement:
Aetna is an Equal Opportunity, Affirmative Action Employer

Benefit Eligibility:
Benefit eligibility may vary by position.

Candidate Privacy Information:
Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.


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