Aetna IT Production Support Analyst in Phoenix, Arizona

Req ID: 40172BR


To Triage, troubleshoot and resolve IT Production incidents/tickets

Fundamental Components:

Triage, troubleshoot and resolve IT Production incidents/tickets

Develops and communicates effective short term workaround procedures to address system issues

Documents business impact of system issue.

Determines root cause analysis of system issues.

Create Breakfix to project teams for production issues reported, as necessary

Necessary coordination with other IT departments, Infrastructure and Business partners for resolving incident tickets

Communication to Business Partners and IT Senior Management during Critical issues/IRTs

Perform root cause analysis of incidents, identify and address problem to prevent incident tickets

Monitor production issue tickets (incidents) queue

Ensure incident tickets are addressed within SLA and with proper resolution

Conduct incident triage meetings as necessary


1+ years work experience that reflects a proven track record or proficiency in the competencies noted.


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


Functional - Information Technology/Application maintenance & support/1-3 Years

Functional - Information Technology/Application development/1-3 Years


Technical - Development Languages/SQL/1-3 Years/System Support


Technology/Justifying the Business Case/FOUNDATION

Telework Specifications:

Flexible telework / office-based schedule (must live near certain office location)


Great work place environment that provides opportunity for innovation and talent management

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 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.

Job Function: Information Technology