Operational Lead – Production Support

Job not on LinkedIn

🔥 1 minute ago

🦌 Connecticut, Illinois, +2 more states – Remote

🦌 Connecticut – Remote 🌽 Illinois – Remote 🗽 New York – Remote 🍂 Massachusetts – Remote

💵 $130.3k - $260.6k / year

⏰ Full Time

🟠 Senior

👻 Ghost score 0%

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CVS Health

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1963

🏥 Healthcare

⚕️ Healthcare Insurance

🛒 Retail

Healthcare • Healthcare Insurance • Retail

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

• Implement and monitor domain-specific SLAs/KPIs and service performance levels • Engage IRT during incident events • Oversee supplier performance and service delivery quality • Ensure root-cause analysis, 5 Whys, defect elimination plans, knowledge management, and support transitions • Lead blameless post-incident reviews and corrective actions • Lead operational transformation focused on efficiency, reliability, automation, AI adoption, and SRE practices • Oversee incident management for rapid resolution and minimal business impact • 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 vendor onboarding and environmental readiness • Track, analyze, and report service performance metrics • Drive continuous improvement and manage operational escalations • Ensure escalation paths, communication protocols, and coordination across support teams • Identify systemic risks, recurring failure patterns, and single points of failure • 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, and 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 • Strong executive-level communication skills during high-severity incidents • Experience leading cross-functional teams in a global, vendor-supported operating model • Bachelor's degree preferred, specialized training, or 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