Operational Lead – Production Support

Job not on LinkedIn

🔥 3 hours ago

🦌 Connecticut – Remote

🦌 Connecticut – Remote

💵 $130.3k - $260.6k / year

⏰ Full Time

🟠 Senior

🍿 Producer

👻 Ghost score 0%

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CVS Health Careers

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

🛒 Retail

📦 Logistics

Healthcare • Retail • Logistics

CVS Health Careers is the recruitment and employer branding arm of CVS Health, showcasing job opportunities across the company's broad operations—pharmacy retail stores, pharmacy services, health care clinics, distribution warehouses, corporate functions and transportation. The careers site emphasizes purpose-driven work focused on improving access, affordability and quality of health care, and highlights a large workforce (300,000+ employees), inclusive culture, benefits, and hiring resources for applicants.

📋 Description

• Implement and monitor domain-specific SLAs/KPIs and service performance levels • Engage IRT during incident events • Oversee supplier performance to ensure consistent, high-quality service delivery • Ensure timely resolution of root cause, 5Whys, and defect elimination plans through knowledge management and support transitions • Lead blameless post-incident reviews and drive 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 • Drive incident reduction and MTTR improvements • Communicate clearly 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 manage operational risks and mitigation plans • Oversee transition planning for 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 • Ensure effective escalation paths, communication protocols, and coordination across support teams and operational leads • 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

🎯 Requirements

• 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 • Proven ability to lead complex incident response and drive long-term reliability improvements across production environments • Experience conducting blameless post-incident reviews and ensuring corrective actions are implemented and sustained • Demonstrated success using automation to reduce operational toil, improve MTTR, and enhance service reliability • Working knowledge of ITIL practices and Site Reliability Engineering principles, including reliability metrics and continuous improvement models • Strong executive-level communication skills, with the ability to provide clear, confident updates during high-severity incidents • Experience leading cross-functional teams in a global, vendor-supported operating model • Bachelor's degree preferred/specialized training/relevant professional qualification

🏖️ Benefits

• CVS Health bonus, commission or short-term incentive program • Award target in the company’s equity award program • Medical coverage • Dental coverage • Vision coverage • Paid time off • Retirement savings options • Wellness programs • Other resources supporting physical, emotional, and financial well-being

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