Mgr,IT Customer Service and Support

CVS Health

4d

About The Position

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day. Job Description 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.

Requirements

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

Nice To Haves

• Familiarity with frameworks like ISO/IEC 20000, ITIL, OSI, Kepner Tregoe, NIST, ISO 27001.
• Expertise in ServiceNow (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.

Responsibilities

• 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 (ISO20000, 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.

Benefits

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
• For more information, visit https://jobs.cvshealth.com/us/en/benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees