Production Reliability Lead – SRE & Incident Management

CVS Health; New York (NY); Hybrid; USD 130,000 - 261,000; Full time

Job summary

CVS Health is seeking an Operational Lead for Production Support in New York to oversee the operational governance and performance of production support services within the Commercial and Network/Provider organization.

You will ensure adherence to SLAs, manage incidents, and drive continuous improvement through automation, SRE practices, and vendor collaboration. A strong engineering mindset and executive communication are essential.

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, and 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 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.

Skills

Incident management

Vendor relations

SRE practices

Automation mindset

Education

Bachelor's degree preferred

Tools

ServiceNow

Jira

Splunk

Dynatrace

Job description

CVS Health is seeking an Operational Lead for Production Support in New York to oversee the operational governance and performance of production support services within the Commercial and Network/Provider organization.

You will ensure adherence to SLAs, manage incidents, and drive continuous improvement through automation, SRE practices, and vendor collaboration. A strong engineering mindset and executive communication are essential.