Senior Manager - Production Support

CVS Health

1d

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. Primary Job Duties & Responsibilities Implements incident management processes and procedures to ensure the timely resolution of production issues and minimize the impact on business operations. Works with cross-functional teams to identify and address root causes of production incidents that ultimately lead to the improved stability and performance of future systems. Develops actionable insights on system health and performance, proactively identifying and addressing potential issues to maintain optimal operational efficiency. Coordinates the implementation of automated tools and software that aim to enhance operational efficiency and reduce manual errors in production support activities. Conducts incident post-mortems and root cause investigations into recurrent issues, and subsequently develops and implements preventive measures. Creates and maintains relationships with business stakeholders to foster effective communication and collaboration. Prioritizes support tasks based on criticality and business impact, ensuring that complex issues are appropriately addressed and resolved within established timelines. Guides junior-level production support team members, providing leadership and mentorship, and promoting a culture of accountability, collaboration, and continuous learning. Ensures that support procedures, incident resolutions, and system configurations are well-documented and accessible to team members to help maintain consistency and allow for faster issue resolution. Work on issue resolution for the incidents.

Requirements

• 7+ years Relevant Work Experience
• Adept at problem solving and decision making skills
• Adept at collaboration and teamwork
• Adept at growth mindset (agility and developing yourself and others) skills
• Adept at execution and delivery (planning, delivering, and supporting) skills
• Adept at business intelligence
• PostgresSQl
• Oracle , SQL
• Servicenow/JIRA experience
• Python
• Tableau

Nice To Haves

• Bachelor's degree preferred/specialized training/relevant professional qualification
• Master's degree is preferred.

Responsibilities

• Implements incident management processes and procedures to ensure the timely resolution of production issues and minimize the impact on business operations.
• Works with cross-functional teams to identify and address root causes of production incidents that ultimately lead to the improved stability and performance of future systems.
• Develops actionable insights on system health and performance, proactively identifying and addressing potential issues to maintain optimal operational efficiency.
• Coordinates the implementation of automated tools and software that aim to enhance operational efficiency and reduce manual errors in production support activities.
• Conducts incident post-mortems and root cause investigations into recurrent issues, and subsequently develops and implements preventive measures.
• Creates and maintains relationships with business stakeholders to foster effective communication and collaboration.
• Prioritizes support tasks based on criticality and business impact, ensuring that complex issues are appropriately addressed and resolved within established timelines.
• Guides junior-level production support team members, providing leadership and mentorship, and promoting a culture of accountability, collaboration, and continuous learning.
• Ensures that support procedures, incident resolutions, and system configurations are well-documented and accessible to team members to help maintain consistency and allow for faster issue resolution.
• Work on issue resolution for the incidents.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level