CVS Health is looking to solve the problem of managing day-to-day production support operations related to their healthcare business, including incident management and providing technical direction to drive a multi-vendor Application Managed Services model.
Requirements
- 7+ years of experience in IT production support, incident management, and technical leadership including Site Reliability Engineering (SRE)
- 10+ years of experience in IT operations, production support, incident management, or related roles
- 5+ years of experience with performance monitoring tools, service level agreements (SLAs), and key performance indicators (KPIs)
- 3+ years of technical background with expertise in Generative AI, IT systems, applications, and infrastructure
- Proficiency in ServiceNow, a leading IT service management platform
- Relevant certifications such as ITIL, PMP, or other industry-recognized credentials
- Familiarity with scripting languages such as Python, PowerShell, or Shell scripting
Responsibilities
- Manage incident management and provide technical direction to drive a multi-vendor Application Managed Services model
- Leverage AI-based solutions to optimize incident resolution
- Ensure seamless technical support in a complex IT environment
- Drive process improvements, operational efficiency, and service quality enhancements
- Lead organizational change initiatives, drive digital transformation, and manage IT-related organizational changes
- Analyze complex technical issues, identify root causes, and implement effective solutions
- Oversee IT teams and operations
Other
- Strong leadership and team management skills with a focus on developing and motivating high-performing teams
- Excellent communication and people skills with the ability to collaborate effectively with internal teams and external vendors
- Good business acumen skills
- Bachelor’s degree in computer science, Information Technology, or related field; equivalent work experience
- Master's degree preferred
