Aetna Lead Service Mgmt Spec in Hartford, Connecticut
Req ID: 70992BR
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 included but are not limited to:
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.
Qualifications Requirements and Preferences:
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.
Benefit eligibility may vary by position.
Job Function: Information Technology
Aetna is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veterans status.