Description:
Manages Front Line team of Technicians providing Service Level and Vendor Management Services in the delivery of I/T computing infrastructure and business initiatives. Directs team responsible for efficient, effective and secure operation of one or more Mainframe, MidRange, Distributed/Server, Network and Intranet/Internet WEB environments. As Infrastructure Crisis Manager, must have technical knowledge/single view of IEI Engineering organizations within scope of responsibility to ensure CVS Health's computing environment is highly available to support Aetna’s Business objectives and our members, providers, and plan sponsors.

Fundamental Components:

• Manages service delivery and service support in one or more mainframe, midrange, network, distributed, and multi-tiered computing environments.
• Ensures successful delivery of applications and infrastructure implementations and upgrades having enterprise-wide impact.
• Manages I/T resources and processes to ensure the integrity and availability of the computing/network infrastructure, online applications and/or batch processing (within defined scope of responsibility).
• Manages vendors and IEI representatives toward restoration of service for disabled computing infrastructure components, focusing on reducing Mean Time To Recovery (MTTR) and Mean Time Between Failure (MTBF).
• Ensures adherence to IEI processes, procedures, tools, and controls for service delivery and service support functions (e.g., Computer Services Procedures, Change Management, Problem Management, Performance and Capacity, and Configuration Management).
• Manages the introduction of change in a dynamic environment, while mitigating risks and interdependencies to ensure minimal impact to service levels.
• Manages to established service levels, identifies negative trends, and communicates results to peers/IEI infrastructure organizations.
• Initiates corrective action to stabilize environments.
• Coordinates and manages team resources to meet production needs and adjusts as required.
• Promotes innovation in use of resources (e.g., alternate staffing, cross-functional teams).
• Maximizes available resources, eliminates unnecessary functions and redundancies.
• Proactively anticipates the impact of events.
• Participates in and provides input into vendor sessions to address service related incidents and prevent recurrences.
• Allocates and manages team resources relative to project assignments and technology/application implementation initiatives.
• People/Self Management:
  • Manages front line team charged with maintaining availability and stability of CVS Health's production environment 24x7.
  • Prepares and develops employee and team development plans and balanced scorecards.
  • Executes hiring process for their team. Interviews and screens applicants, recommends compensation.
  • Participates in the development of organization's operating plan.
  • Manages communication of the organization's operating plan.
  • Establishes and drives achievement of department's goals and objectives with staff.
  • Serves as backup to direct manager, as required.

Background Experience:

• Project leadership experience in highly complex or enterprise wide initiatives required.
• Demonstrated leadership and problem solving abilities.
• 5+ years progressively responsible experience in complex computing environment with a background in mainframe, midrange, and distributed platforms.
• Bachelor's degree in Computer Science, or equivalent combination of education and work experience.

Additional Job Information:
Excellent negotiation and collaboration skills.Ability to navigate senior management.Ability to work effectively with all levels of management and staff.Excellent verbal and written communication skills.

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.

Click To Review Our Benefits (PDF)