Operational Lead Production Support

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

As an Operational Lead for Production Support, you will play a key role for overseeing the operational governance and performance of production support services in the Commercial and Network Provider organization. This role ensures adherence to SLAs, effective incident and problem management, and strong operational controls, while driving continuous improvement through automation, SRE practices, and vendor collaboration. The role requires an engineering mindset, strong vendor and stakeholder management skills, and the ability to lead during high-impact operational events.

This role requires expertise in incident and problem management with an engineering mindset, vendor coordination, crisis management and keen business acumen.

• Implement and monitor domain-specific SLAs/KPIs and service performance levels.
• IRT engagement during incident events.
• Oversee supplier(s) performance to ensure consistent, high-quality service delivery.
• Ensure timely resolution of root cause, 5
  
  Whys, and defect elimination plans for all events through effective knowledge management and support transitions between delivery teams, vendors and application owners.
• Lead blameless post-incident reviews to drive root cause identification, learning, and 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 to ensure rapid resolution and minimal business impact.
• Drive incident reduction and MTTR improvements.
• Clear communication 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 proactively manage operational risks and mitigation plans.

• Oversee transition planning for new/existing 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 as needed.

• Ensure effective escalation paths, communication protocols, and coordination across support teams and operational leads.
• Proactively 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.

• 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 Service Now, 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.