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Information Technology

Aetna IT is committed to keeping our members at the heart of everything we do. Our top-talent workforce delivers leading-edge technology, drives innovation, turns vision into action and challenges the art of the possible. We provide best-in-class services to our members by delivering groundbreaking healthcare tools, enabling consumer-friendly interactions and protecting data security. Your mission will be to deliver innovating technology solutions including: Hybrid cloud infrastructure, artificial intelligence/machine learning capabilities and infrastructure as code.

Aetna, a CVS Health Company, is a company with a world-class IT team and we will be counting on you to carry on our success as the preferred provider of infrastructure services for our business partners.

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Success Profile

What makes a successful Information Technologist?
Here are the traits we are looking for:

  • Adaptable
  • Collaborative
  • Communicator
  • Digitally Savvy
  • Good Listener
  • Problem-solver
  • Results Driven
  • Team Player
  • Technologically savvy
  • Versatile
  • Relationship expertise
  • Diplomatic
  • Trustworthy
  • Business Savvy

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  • Medical

  • Dental

  • Vision

  • Healthcare

  • Dependent
    Care FSA

  • Health and

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Job Details

Lead Service Mgmt Spec

Primary Location: Hartford, Connecticut
Additional Locations: CT-Hartford
Responsible for End-to-end management of the Incident and Problem Management functions leading support teams to restore service outages as quickly as possible. The selected candidate will lead and manage decentralized resources guiding them to quickly resolve business impacting outages. Actively participate in company-wide continuous process improvement projects in the incident, problem and change control areas by leading and providing the data and information needed to help drive them to a successful conclusion. Measure the effectiveness of improvements and provide management transparency to such improvements through high level reporting. Coordinate program efforts with division management and lead associated steering committees.

Fundamental Components:
  • Mentor resources and teams towards finding the accurate root cause and a detailed and effective mitigation plan to ensure the underlying cause of the issue does not reoccur.
  • Develop, facilitate, and improve communications regarding real time IT production issues, service requests, and change activities to our business customers.
  • Identifies and prioritizes IT resources to resolve problems impacting business.
  • Collaborates with disaster recovery services and IT organizations to ensure plans address department's requirements and established timeframes
  • Responds to critical system or site wide production application operational issues by soliciting information and proposing recommendations from available resources.
  • Communicates and assesses impact to service centers, business areas, and IT organizations.
  • Ensure integrity of monthly problem data and correlates with availability performance data.
  • Works with IT partners in identifying root causes and problem trends while recommending procedural changes to reduce problems and improve quality.
  • Provides training and mentoring to others in the department.

Background Experience:
  • 5 years of IT experience
  • 3 years of experience in IT Incident Management
  • 3 years of experience with architecture and systems administration processes for UNIX, Linux, MF-Zseries, iSeries, and Microsoft Systems.
Bachelor’s Degree or equivalent work experience

Additional Job Information:
ITIL, IT Service Management, Kepner Tregoe
-Excellent communication (oral, listening and written) skills.
-Ability to facilitate the adoption of Incident/Problem/Change Management Process within an IT environment.
-This role is on call in the evenings one week per month.
-A high level of knowledge of network systems/infrastructure management and process methodologies and practices.
-Strong knowledge of architecture and systems administration processes for UNIX, Linux, MF-Zseries, iSeries, and Microsoft Systems.
-Experience in Root Cause Analysis and data collection Knowledge of 5 Why's Methodology of root cause analysis
-Ability to interact with all levels of management both inside and outside of IS, to include vendor interactions.

Clinical Licensure:

Potential Telework Position:

Percent of Travel Required:
0 - 10%

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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