Operational Lead for Production Support

CVS Health; Hartford (CT); On-site; USD 130,000 - 261,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Retirement savings options

Wellness programs

Job summary

CVS Health is seeking an Operational Lead for Production Support to oversee operational governance and performance for production support services within the Commercial and Network/Provider organization. You will drive incident management, root-cause analysis, and post-incident reviews while coordinating with vendors and application owners to ensure high-quality service delivery.

The role requires a strong engineering mindset, vendor management, crisis management, and the ability to lead during

Qualifications

• 5+ years of experience in Technical Production Support.
• 5+ years of experience in incident/problem management.
• 5+ years of experience in vendor relations/coordination.
• 3+ years of experience in SLA frameworks and performance analytics.
• 3+ years of experience with ServiceNow, Jira, Splunk, Dynatrace.

Responsibilities

• Implement and monitor domain-specific SLAs/KPIs and service performance levels.
• IRT engagement during incident events.
• Oversee supplier(s) performance to ensure consistent, high-quality service delivery.
• Ensure timely resolution of root cause, 5Whys, and defect elimination plans for all events through effective knowledge management and support transitions between delivery teams, vendors and application owners.
• Lead blameless post-incident reviews to drive root cause identification, learning, and measurable corrective actions.
• Lead operational transformation initiatives focused on efficiency, reliability, automation, AI adoption and SRE practices.
• Provide end-to-end oversight of incident management processes to ensure rapid resolution and minimal business impact.
• Drive incident reduction and MTTR improvements.
• Clear communication during high-severity events.
• Establish and enforce production support policies, standards, and controls.
• Monitor compliance with SLAs, contracts, and operational commitments.
• Lead governance forums and proactively manage operational risks and mitigation plans.
• Oversee transition planning for new/existing applications, services and vendors.
• Ensure smooth vendor onboarding and environmental readiness with zero disruptions.
• Track, analyze, and report service performance metrics to stakeholders.
• Drive continuous improvement initiatives and manage operational escalations as needed.
• Ensure effective escalation paths, communication protocols, and coordination across support teams and operational leads.
• Proactively identify systemic risks, recurring failure patterns, and single points of failure across production environments.
• Partner with engineering teams to prioritize remediation based on business impact and reliability risk.
• Experience leading cross‑functional teams in a global, vendor‑supported operating model.

Skills

Incident management

Vendor relations

SLA analytics

Problem management

Cross-functional leadership

Education

Bachelor's degree

Tools

ServiceNow

Jira

Splunk

Dynatrace

Job description

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary

As an Operational Lead for Production Support, you will play a key role for overseeing the operational governance and performance of production support services in the Commercial and Network\Provider organization. This role ensures adherence to SLAs, effective incident and problem management, and strong operational controls, while driving continuous improvement through automation, SRE practices, and vendor collaboration. The role requires an engineering mindset, strong vendor and stakeholder management skills, and the ability to lead during high-impact operational events. This role requires expertise in incident and problem management with an engineering mindset, vendor coordination, crisis management and keen business acumen.

What you will do:

Primary Responsibilities

• Implement and monitor domain-specific SLAs/KPIs and service performance levels.
• IRT engagement during incident events.
• Oversee supplier(s) performance to ensure consistent, high-quality service delivery.
• Ensure timely resolution of root cause, 5Whys, and defect elimination plans for all events through effective knowledge management and support transitions between delivery teams, vendors and application owners.
• Lead blameless post-incident reviews to drive root cause identification, learning, and measurable corrective actions.
• Lead operational transformation initiatives focused on efficiency, reliability, automation, AI adoption and SRE practices.
• Provide end-to-end oversight of incident management processes to ensure rapid resolution and minimal business impact.
• Drive incident reduction and MTTR improvements.
• Clear communication during high-severity events.

Operational Governance

• Establish and enforce production support policies, standards, and controls.
• Monitor compliance with SLAs, contracts, and operational commitments.
• Lead governance forums and proactively manage operational risks and mitigation plans.

Transition & Environment Management

• Oversee transition planning for new/existing applications, services and vendors.
• Ensure smooth vendor onboarding and environmental readiness with zero disruptions.

Performance & Reporting

• Track, analyze, and report service performance metrics to stakeholders.
• Drive continuous improvement initiatives and manage operational escalations as needed.

Incident & Reliability Oversight

• Ensure effective escalation paths, communication protocols, and coordination across support teams and operational leads.
• Proactively identify systemic risks, recurring failure patterns, and single points of failure across production environments.
• Partner with engineering teams to prioritize remediation based on business impact and reliability risk.
• Experience leading cross‑functional teams in a global, vendor‑supported operating model.

Required Qualifications

• 5 + years of experience in Technical Production Support
• 5 + years of experience in incident/problem management
• 5 + years of experience in vendor relations/coordination
• 3 + years of experience in SLA frameworks and performance analytics
• 3+ years of experience with ServiceNow, Jira, Splunk, Dynatrace.

Preferred Qualifications

• Proven ability to lead complex incident response and drive long‑term reliability improvements across production environments.
• Experience conducting blameless post‑incident reviews and ensuring corrective actions are implemented and sustained.
• Demonstrated success using automation to reduce operational toil, improve MTTR, and enhance service reliability.
• Working knowledge of ITIL practices and Site Reliability Engineering principles, including reliability metrics and continuous improvement models.
• Strong executive‑level communication skills, with the ability to provide clear, confident updates during high‑severity incidents.
• Experience leading cross‑functional teams in a global, vendor‑supported operating model.

Education

Bachelor's degree preferred/specialized training/relevant professional qualification.

Pay Range

The typical pay range for this role is: $130,295.00 - $260,590.00 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 11/06/2026

Our people fuel our future.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people.

Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.