Production Reliability & Incident Lead

CVS Health

Massachusetts

Híbrido

USD 130.000 - 261.000

Jornada completa

Hace 4 días

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Ventajas ofrecidas por este puesto de trabajo

Comprehensive benefits package

Bonus/incentive program

Equity award program

Descripción de la vacante

CVS Health is seeking an Operational Lead for Production Support to oversee incident and problem management, SLAs, and governance across production environments. You will partner with vendors, lead blameless post-incident reviews, and drive continuous improvement via automation and SRE practices.

This role demands an engineering mindset and strong stakeholder communication in a global, vendor-supported model.

Formación

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.

Responsabilidades

Implement and monitor domain-specific SLAs/KPIs and service performance levels.
IRT engagement during incident events.
Oversee supplier(s) performance to ensure high-quality service delivery.
Lead blameless post-incident reviews to drive root cause identification and corrective actions.
Provide end-to-end oversight of incident management processes to ensure rapid resolution and minimal business impact.