Production Support Operations Lead — Incident & Reliability

CVS Health; Hartford (CT); On-site; USD 130,000 - 261,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Retirement savings options

Wellness programs

Job summary

CVS Health is seeking an Operational Lead for Production Support to oversee operational governance and performance for production support services within the Commercial and Network/Provider organization. You will drive incident management, root-cause analysis, and post-incident reviews while coordinating with vendors and application owners to ensure high-quality service delivery.

The role requires a strong engineering mindset, vendor management, crisis management, and the ability to lead during

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, 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, AI adoption 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.
• Experience leading cross‑functional teams in a global, vendor‑supported operating model.

Skills

Incident management

Vendor relations

SLA analytics

Problem management

Cross-functional leadership

Education

Bachelor's degree

Tools

ServiceNow

Jira

Splunk

Dynatrace

Job description

CVS Health is seeking an Operational Lead for Production Support to oversee operational governance and performance for production support services within the Commercial and Network/Provider organization. You will drive incident management, root-cause analysis, and post-incident reviews while coordinating with vendors and application owners to ensure high-quality service delivery.

The role requires a strong engineering mindset, vendor management, crisis management, and the ability to lead during