Manager, Production Support Services​/Incident Management

Incident Lead

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.

The Incident Lead is a strategic and technically adept professional responsible for overseeing the full lifecycle of IT incident response. This includes coordinating cross-functional support teams to rapidly restore services and conducting post-incident root cause analysis. The role demands leadership of decentralized resources during high-impact outages, acting as a guardian of production and critical environments, and managing emergency change releases. A strong grasp of IT systems and problem-solving is essential to guide teams effectively.

The Incident Lead must champion AI technologies—both conversational and generative—to transform incident management practices. Success in this role requires visionary thinking, operational improvement, empathetic leadership, and a commitment to reducing mean time to resolution. Availability for on-call rotations during evenings and weekends is required.

• Develop and continuously refine incident response strategies aligned with organizational goals.
• Create and maintain incident response plans that anticipate emerging threats and follow best practices (ISO
  20000, ITIL, Kepner Tregoe, etc.).
• Lead and mentor incident response teams through post-incident reviews and regular coaching sessions.
• Foster a culture of proactive detection and rapid recovery, minimizing downtime and impact.
• Conduct timely and thorough root cause analyses, collaborating closely with problem management.
• Integrate lessons learned into process improvements and ensure continuous enhancement of incident response capabilities.
• Coordinate effective responses to infrastructure and application incidents, ensuring clear communication across technical and leadership stakeholders.
• Prioritize and escalate incidents based on impact and urgency, ensuring resolution within SLA targets.
• Train future incident managers and staff on procedures, predictive modeling, and performance metrics.
• Promote awareness of security, business continuity, and disaster recovery practices.
• Host sessions to evaluate and elevate incident management effectiveness across the organization.
• Communicate clearly and appropriately with all audiences—from engineers to executives—throughout the incident lifecycle.
• Document all engagements with precision to support trend analysis, metric tracking, and reporting.

• 7+ years of IT experience (Network Architecture, Security, Technical Support level 2
  -3, or IT Project Manager).
• 5+ years using ITSM tools preferred is Service Now.
• 5+ years in incident and problem response roles.

• Familiarity with frameworks like ISO/IEC 20000, ITIL, OSI, Kepner Tregoe, NIST, ISO 27001.
• Expertise in Service Now (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, Info Sec, Computer Science, or related field
• Equivalent experience may be considered in lieu of a degree
• Relevant certifications may supplement experience

Anticipated Weekly

Hours:

40

Time Type:
Full time

Pay Range: $54,300.00 - $

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.