Production Reliability & Incident Lead

CVS Health; United States; Remote; USD 130,000 - 261,000; Full time

Benefits offered by this job

Bonus eligibility

Equity awards

Comprehensive benefits

Job summary

CVS Health in the United States seeks an Operational Lead for Production Support to oversee production governance, incident management, and vendor relations. You will drive improvements with automation, SRE practices, and cross-functional collaboration, ensuring SLAs are met and MTTR reduced.

The role requires strong stakeholder management, crisis leadership, and an engineering mindset to coordinate between delivery teams, vendors, and application owners.

Qualifications

• 5+ years in technical production support and incident/problem management.
• 3+ years in SLA frameworks and performance analytics.
• Experience with vendor coordination and cross-functional governance.
• Strong crisis management and root-cause analysis capabilities.
• Experience with ITIL and Site Reliability Engineering principles.

Responsibilities

• Implement and monitor domain SLAs/KPIs and service performance levels.
• Engage during incidents and drive blameless post-incident reviews.
• Oversee supplier performance and ensure high-quality service delivery.
• Coordinate end-to-end incident management and root cause resolution.
• Lead transformation initiatives focusing on automation, reliability and SRE.
• Provide clear communication during high-severity events.
• Track, analyze, and report service performance to stakeholders.

Skills

Incident/problem management

Vendor coordination

SRE practices

Automation

Stakeholder management

Education

Bachelor's degree

Tools

ServiceNow

Jira

Splunk

Dynatrace

Job description

CVS Health in the United States seeks an Operational Lead for Production Support to oversee production governance, incident management, and vendor relations. You will drive improvements with automation, SRE practices, and cross-functional collaboration, ensuring SLAs are met and MTTR reduced.

The role requires strong stakeholder management, crisis leadership, and an engineering mindset to coordinate between delivery teams, vendors, and application owners.