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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
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  • Good Listener
  • Problem-solver
  • Results Driven
  • Team Player
  • Technologically savvy
  • Versatile
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  • Trustworthy
  • Business Savvy

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Job Details

Production Support Manager

Primary Location: Hartford, Connecticut
Additional Locations: CT-Hartford
Supervises and executes specific deliverables as part of a team assigned to support the day - to - day maintenance and enhancement of business applications and related project support.

Fundamental Components:
Under the direction of experienced Application Support Manager: Supervises, directs, instructs and performs periodic quality reviews. Conducts regular performance reviews and provide coaching sessions to develop a high performing team. Leads the team to perform analysis to assess root cause of customer issues for reported system defects and control deficiencies found from system audits. This includes the re-producibility of the problem and managing the process for bringing the issues to closure. Leads the team with the conducting of interviews, fact-finding, and independent research to design creative, IT solutions for business problems Gathers and reports the business impact analysis of system defects, control/audit deficiencies and outages. Oversees the development and communication of shortterm workaround procedures to address system defects. Contributes to the communication process to impacted customers and internal management personnel Supervises the generation of Problem/Service Request documentation and assists in prioritization process to determine how IT resources will be utilized in fixing system defects or implementing small enhancements. Responsible for the teams translation of business needs into Business Requirements within specified time frames Ensures that data quality issues are recognized, tracked, and addressed. Oversees the development of Product Overviews, FAQs, Tool Glossaries, system training material, and system user documentation to support implementation activities Supervise the business area operations that set-up/modify/maintain system operating parameters by designing and configuring business rule table entries, and/or macros/automated scripts. Ensures the day to day support of these items so that they work properly (including the application of appropriate QA procedures) and to quickly fix any identified defects. Completes activities on time and within budget, and proactively identifies and communicates issues that may jeopardize delivery dates or budget to the Application Support Manager. Manages multifunctional team of analysts to provide end to end production support. Oversees team to bring to conclusion end to end problem resolution. Identifies trends in customer contact issues, determine business impact and present recommendations for change or improvement. Has in depth knowledge of Aetna systems and their interfaces. Effectively manages multiple priorities. Contributes to the organization's Business Plan and KPM's/SLA's. Performs related duties as assigned or requested.

Background Experience:
4+ years work experience that reflects a proven track record or proficiency in the competencies noted. Bachelor's degree.

Additional Job Information:
Familiar with Scaled Agile (SAFe) Delivery Framework, Service-Now Ticketing System (SNOW), and Performance Monitoring Tools (i.e. Dynatrace, Aternity)

Required Skills:
General Business - Consulting for Solutions, Service - Working Across Boundaries, Technology - Leveraging Technology

Desired Skills:
General Business - Demonstrating Business and Industry Acumen, General Business - Turning Data into Information, Technology - Leveraging Technology

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. Click here to review the benefits associated with this 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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