Manager, Production Support Services – Incident Management

Job not on LinkedIn

🔥 34 minutes ago

🌵 Arizona – Remote

🌵 Arizona – Remote

💵 $54.3k - $145.9k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🍿 Producer

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CVS Health

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1963

⚕️ Healthcare Insurance

🛒 Retail

🧘 Wellness

Healthcare Insurance • Retail • Wellness

CVS Health is a leading American healthcare company dedicated to improving health access and affordability. The company focuses on a comprehensive approach that includes health services, health insurance, and pharmacy benefits management. Through its subsidiaries, such as Aetna and CVS Caremark, CVS Health offers a range of services that facilitate wellness, condition management, and affordable prescription drug coverage. CVS Health operates neighborhood pharmacies, provides mail-order pharmacy services, and manages specialty medication programs, aiming to make healthcare convenient and accessible for everyone. Driven by a mission to connect people with essential care services, CVS Health is committed to fostering healthier communities and supporting the wellbeing of all individuals.

📋 Description

• Overseeing the full lifecycle of IT incident response • Coordinating cross-functional support teams to rapidly restore services • Conducting post-incident root cause analysis • Leading decentralized resources during high-impact outages • Managing emergency change releases • Championing AI technologies to transform incident management practices • Developing and continuously refining incident response strategies • Creating and maintaining incident response plans • Leading and mentoring incident response teams through post-incident reviews • Fostering a culture of proactive detection and rapid recovery • Conducting root cause analyses • Integrating lessons learned into process improvements • Coordinating effective responses to incidents • Prioritizing and escalating incidents based on impact and urgency • Training future incident managers and staff on procedures • Promoting awareness of security, business continuity, and disaster recovery practices • Hosting sessions to evaluate incident management effectiveness • Documenting all engagements with precision

🎯 Requirements

• 7+ years of IT experience (Network Architecture, Security, Technical Support level 2 -3, or IT Project Manager) • 5+ years using ITSM tools preferred is ServiceNow • 5+ years in incident and problem response roles • Familiarity with frameworks like ISO/IEC 20000, ITIL, OSI, Kepner Tregoe, NIST, ISO 27001 • Expertise in ServiceNow (Incident, Problem, and Major Incident Modules) • Strong verbal and written communication skills • Ability to lead extended incident calls • Experience in root cause analysis and data collection • Comfort with ambiguity and conflict resolution • Customer-focused with strong peer relationship-building skills • Knowledge of UNIX, Linux, Microsoft systems, and network infrastructure • Skilled in incident analysis using 5 Whys and People-Process-Technology models • Certifications such as CCNA, CISSP, CISM, GIAC, RHCE, MCSE are a plus. • Bachelor’s degree in IT, IS, InfoSec, Computer Science, or related field • Equivalent experience may be considered in lieu of a degree • Relevant certifications may supplement experience.

🏖️ Benefits

• medical, dental, and vision coverage • paid time off • retirement savings options • wellness programs • other resources, based on eligibility