Aetna Systems Support Manager in Burlington, Massachusetts

Req ID: 53317BR


The role of Systems Support Manager is responsible for owning the support and help desk process. This includes the lifecycle support incidents from submission to resolution.

Fundamental Components:

Successful candidate will have the ability to demonstrate ownership over a complex and intensive support process which will impact the entire engineering team.Ability to manage complex requests and interface with resources within the enterprise is required.Candidate will have the ability to participate in a business process improvement exercise to design a strategic roadmap for support elements.


4+ years work experience that reflects a proven track record or proficiency in the competencies noted.ITIL Experience/Training/Certification is preferred. (Other industry standards will be accepted as substitutes).Experience with business process improvement is preferred.Experience working with technical support processes is required.


The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.


Service/Creating a Differentiated Service Experience/ADVANCED

Service/Handling Service Challenges/ADVANCED

Leadership/Driving Strategic and Organizational Agility/ADVANCED


This is an opportunity to participate in designing the support process for a large strategic initiative impacting Aetna going forward. The candidate will be operating within a fast-moving SAFe Agile team.

Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Aetna takes our candidates'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.


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.