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17 October 2019
Job ID: NB-5636
Services Manager (IT)

Work at :  Nichada Thani, Samakee Rd., Nonthaburi


  • Act as the single point of service ownership for the day to day running of the Thailand vHealth proposition.
  • Maintain availability to serve our Aetna Thailand members by ensuring that all member and clinician facing systems, mobile applications, websites, telephony and supporting infrastructure are available and performing in accordance with the defined SLAs.
  • Manage incidents in a timely manner, to ensure absolute focus on returning to operational service as soon as practical.
  • Manage incidents effectively and minimize downtime through management of internal, external providers and vendors according to the defined support and incident management processes.
  • Conduct RCA as needed for all incidents encountered and manage vendors and other stakeholders to implement actions and improvements within the time frames agreed.
  • Plan for and successfully execute maintenance, security, performance and other agreed updates to the solution within the defined operational windows and return service to members and clinicians.
  • Create and distribute operational reporting to key stakeholders within the Aetna Thailand business and as needed across the wider AI management teams.
  • Analyze operational and service usage data to identify ongoing service improvement opportunities, such that operational efficiency targets can be met and exceeded.
  • Work with the vHealth technical and product management teams to continuously improve the availability, performance and functionality in line with agreed plans and roadmaps.


  • Technically capable with demonstrable experience managing consumer facing service at scale
  • Experience working with and managing the operational aspects of web, mobile and cloud hosted applications and infrastructure as less 6 years
  • Track record of successfully managing internal and external suppliers, teams and stakeholders in a consumer/healthcare/communications/IT business.
  • Demonstrable experience managing significant service incidents and successfully recovering service.
  • Demonstrable experience of maintaining a scale, consumer facing service to defined SLA’s
  • Experience in delivering and stabilizing new products and services to market from an operational perspective
  • Project management skills to effectively manage time and prioritization of key tasks.
  • Exceptional local language and English skills to effectively communicate across Thailand team(s), international support partners and internal/external vendors as needed.
  • Good in English skills

Aetna Health Insurance (Thailand) Public Company Limited

Work at  Nichada Thani, Samakee Rd., Nonthaburi

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Job Details:

  • Five-day work week
  • Overtime pay
  • Performance bonus
  • Flexible working hours
  • Travel allowance
  • Medical insurance
  • Dental insurance
  • Life insurance

Aetna Health Insurance (Thailand) Public Company Limited.
About Aetna Aetna is one of the leading diversified health care benefits companies in the United States, serving an estimated 46.5 million people with information and resources to help them make better informed decisions about their health care. Aetna Insurance Company organized an annuity fund to sell life insurance in 1850. In 1853, the Annuity department separates from Aetna Insurance and is incorporated as Aetna Life Insurance Company. The company's first president is Eliphalet A. Bulkeley. The "Aetna" name is retained to take advantage of the good reputation of the original Aetna. The name was inspired by an 11,000-foot volcano on the eastern shores of Sicily, Mt. Etna, which was the most active volcano in Europe. Aetna offers a broad range of traditional, voluntary and consumer-directed health insurance products and related services, including medical, pharmacy, dental, behavioral health, group life and disability plans, and medical management capabilities, Medicaid health care management services, workers' compensation administrative services and health information technology products and services. Aetna's customers include employer groups, individuals, college students, part-time and hourly workers, health plans, health care providers, governmental units, government-sponsored plans, labor groups and expatriates. For more information, see and learn about how Aetna is helping to build a healthier world . @AetnaNews About Aetna International Aetna International, part of Aetna Inc., is committed to helping create a stronger, healthier global community by delivering comprehensive health care benefits and population health solutions worldwide.  One of the largest providers of international private medical insurance services, Aetna International serves more than 700,000 members worldwide, including expatriates, local nationals and business travelers. Aetna International also offers customized technological and health management solutions for health care systems, government entities and large employers to improve people’s health, enhance quality of care and contain costs. For more information About Aetna Thailand In July 2017 Aetna was established in Thailand Formerly, and now we have over 300,000 members and more than 2,000 organizations and over 400 hospital networks. For more information

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