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CVS Health

Operational Lead – Production Support

CVS Health

. Implement and monitor domain-specific SLAs/KPIs and service performance levels .

Posted 10/26/2026full-timeRemote • United StatesSenior💰 $130,295 - $260,590 per yearWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in Technical Production Support, Incident Management, and Vendor Relations, with a strong focus on SLA frameworks, performance analytics, and operational transformation through automation and SRE practices.

Highest-signal resume keywords
Technical Production SupportIncident ManagementVendor RelationsSLA FrameworksServiceNow

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Incident ResponseRoot-Cause AnalysisPerformance Metrics TrackingAutomation ImplementationDefect Elimination PlansService Performance AnalyticsOperational Escalation ManagementBlameless Post-Incident Reviews5 Whys MethodologyContinuous Improvement
Soft Skills
Executive-Level CommunicationCross-Functional Team Leadership
Tools & Technologies
ServiceNowJiraSplunkDynatrace
Industry Keywords
ITIL PracticesSite Reliability EngineeringSLA ComplianceOperational Risk ManagementIncident Reduction

Tech Stack

Tools & technologies
ServiceNowSplunk

About the role

Key responsibilities & impact
  • 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

What you’ll need
  • 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

Comp & perks
  • 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