Production Reliability Lead

CVS Health; Illinois; Hybrid; USD 130,000 - 261,000; Full time

Job summary

CVS Health is seeking an Operational Lead for Production Support to oversee governance and performance of production services in the Commercial and Network/Provider orgs. You will drive incident management, automation, and SRE practices, while coordinating with vendors and stakeholders to meet SLAs and ensure reliable, low-impact operations.

The role requires strong engineering mindset, crisis management skills, and execution of blameless post-incident reviews to identify root causes and

Qualifications

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

Responsibilities

• Implement and monitor domain-specific SLAs/KPIs and service performance levels.
• IRT engagement during incident events.
• Oversee supplier performance to ensure high-quality service delivery.
• Ensure timely resolution of root cause and defect elimination plans.
• Lead blameless post-incident reviews for root cause learning and actions.
• Lead operational transformation focusing on efficiency, reliability, automation and SRE practices.
• Provide end-to-end oversight of incident management processes for rapid resolution.
• Drive incident reduction and MTTR improvements.
• Maintain clear communication during high-severity events.
• Establish and enforce production support policies, standards and controls.
• Monitor SLA compliance and manage risks with governance forums.
• Oversee transition planning for new/existing applications and vendors.
• Ensure smooth vendor onboarding and environmental readiness.
• Track and report service performance metrics to stakeholders.
• Manage escalations and drive continuous improvement.

Skills

Technical Production Support

Incident management

Vendor coordination

SLA analytics

ITIL knowledge

Education

Bachelor's degree

Tools

ServiceNow

Jira

Splunk

Dynatrace

Job description

CVS Health is seeking an Operational Lead for Production Support to oversee governance and performance of production services in the Commercial and Network/Provider orgs. You will drive incident management, automation, and SRE practices, while coordinating with vendors and stakeholders to meet SLAs and ensure reliable, low-impact operations.

The role requires strong engineering mindset, crisis management skills, and execution of blameless post-incident reviews to identify root causes and