Operational Lead – Production Support & SRE, Automation

CVSHealth; Massachusetts; On-site; USD 130,000 - 261,000; Full time

Job summary

CVS Health is seeking an Operational Lead for Production Support to oversee governance and performance for the Commercial and Network/Provider organization. You will ensure adherence to SLAs, manage incidents, coordinate with vendors, and lead continuous improvement through automation and SRE practices.

The role requires an engineering mindset, strong vendor and stakeholder management, and the ability to lead during high-impact operational events.

Qualifications

• Bachelor's degree or higher in a technical field or equivalent professional qualification.
• Minimum 5+ years in Technical Production Support and 5+ years in incident/problem management.
• 3+ years in SLA frameworks and performance analytics.
• 3+ years working with ServiceNow, Jira, Splunk, Dynatrace.

Responsibilities

• Implement and monitor SLA/KPI performance and service levels.
• Lead incident response and blameless post-incident reviews.
• Oversee vendor performance and coordination across delivery teams.
• Drive root-cause analysis and corrective actions for major events.
• Champion automation, SRE practices, and runbooks for reliability.

Skills

Incident management

Problem management

Vendor coordination

SLA analytics

IRT engagement

Education

Bachelor's degree or higher

Tools

ServiceNow

Jira

Splunk

Dynatrace

Job description

CVS Health is seeking an Operational Lead for Production Support to oversee governance and performance for the Commercial and Network/Provider organization. You will ensure adherence to SLAs, manage incidents, coordinate with vendors, and lead continuous improvement through automation and SRE practices.

The role requires an engineering mindset, strong vendor and stakeholder management, and the ability to lead during high-impact operational events.