Principal AIOps Engineer

CVS Health•Hartford, CT

About The Position

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. Position Summary We are seeking a Principal AIOps Engineer with deep reliability and operations experience to build and scale intelligent operations across the enterprise. This role focuses on modernizing IT operations through observability, event intelligence, machine learning, and agentic AI—reducing alert noise, accelerating triage, and enabling closed-loop automation. You will act as a principal-level advisor and technical leader for building an Agentic AI ecosystem for IT operations, with ServiceNow as the ITSM system of record (Incident/Problem/Change) and the backbone for auditable workflows, approvals, and measurable outcomes.

Requirements

10+ years of experience in SRE, production operations supporting highly available services along with experience with Product model
Proven technical leadership: ability to set direction, lead cross-team initiatives, and advise stakeholders through architecture reviews, tradeoffs, and operational readiness
Strong programming/scripting skills (Python preferred) and experience building automation, integrations, and APIs
Experience integrating observability platforms and event sources across hybrid environments (cloud/on-prem) and operating production-grade monitoring/event management at scale
Strong ServiceNow experience as an ITSM system of record (Incident/Problem/Change; CMDB/asset concepts). Ability to build and operate integrations at scale (REST, webhooks, event management) to support automation and auditability.
Automation & Integration Engineering: Python (preferred) for automation and data/ML pipelines; experience building integrations, services, and operational tooling.
Workflow orchestration and integrations (ServiceNow APIs, event pipelines, runbook automation) with strong reliability, security, and auditability practices.
AIOps, ITSM/ITOM (ServiceNow) & Agentic AI Ecosystem: Observability: Prometheus/Grafana, OpenTelemetry, ELK/Splunk/Datadog (or equivalent)
ServiceNow ITSM/ITOM: Incident/Problem/Change, CMDB/service mapping concepts, and Event Management/AIOps integrations (where applicable)
Agentic AI frameworks: building tool-using agents, retrieval workflows, prompt/response logging, evaluation, and guardrails
Operational ML/Analytics: anomaly detection and time-series analysis, correlation approaches, and model/agent evaluation & monitoring in production

Nice To Haves

Demonstrated experience applying machine learning and/or LLM-based approaches to operational problems (noise reduction, correlation, anomaly detection, summarization, and assisted remediation) in production environments
Experience building an agentic AI platform/ecosystem (shared tools, standardized patterns, evaluation, and guardrails) and enabling multiple teams to safely deliver automations
Familiarity with ServiceNow ITOM / Event Management / AIOps capabilities (or equivalent) and integrating observability signals into ITSM workflows
Strong Linux and networking fundamentals (TCP/IP, DNS, TLS, load balancing) and ability to troubleshoot distributed systems end-to-end
DevOps, or platform engineering experience supporting highly available services along with experience with Product model
Excellent communication skills with the ability to lead incident bridges, write clear postmortems, and influence reliability improvements across teams

Responsibilities

Lead the AIOps strategy, roadmap, and operating model (intake, triage, automation lifecycle, KPIs) to measurably improve MTTR, alert quality, and operational efficiency
Own the observability-to-AIOps pipeline (metrics, logs, traces, events) and drive standardization of telemetry, service health models, and actionable alerting across teams and platforms
Design and implement event intelligence: correlation, deduplication, suppression, anomaly detection, incident clustering, and probable-cause analysis using topology/CMDB context
Advise operations, service owners, and leadership stakeholders; lead change enablement, adoption, and value measurement for AIOps and agentic automation across the organization
Develop ServiceNow-centric AIOps integrations (ITSM + ITOM/Event Management where applicable): event ingestion, alert-to-incident policies, enrichment, assignment/routing, approvals, change workflows, and closure updates for auditable closed-loop ops
Establish governance for operational AI (risk controls, approvals, auditability, data access, prompt/response logging, evaluation, and continuous improvement) in partnership with security, compliance, and operations
Build and operationalize agentic AI workflows for incident triage and resolution: signal summarization, similar-incident retrieval, knowledge article drafting, ticket updates, stakeholder communications, and human-in-the-loop remediation
Enable closed-loop automation and self-healing by connecting AIOps detections to orchestrated actions (runbooks/workflows), with clear approvals, safety checks, and rollback paths
Partner with NOC/SOC, infrastructure, and application owners to onboard services into AIOps, define service models, and improve signal quality, escalation paths, and operational readiness
Create enablement materials (playbooks, operating procedures, dashboards) and coach teams on AIOps practices, agentic AI usage, and responsible automation