Manager, Production Support Services / Incident Management
New
C
CVS HealthHealthtech / IT
United StatesFull-TimeManager
SalaryUSD 54300 - 145860 / year
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Job Details
- Experience
- 7+ years of IT experience
- Required Skills
- LinuxServiceNow
Requirements
- 7+ years of IT experience (Network Architecture, Security, Technical Support, or IT Project Management).
- 5+ years in incident and problem response roles.
- 5+ years using ITSM tools (ServiceNow preferred).
- Bachelor’s degree in IT, IS, InfoSec, Computer Science, or equivalent experience.
- Availability for on-call rotations during evenings and weekends.
- Knowledge of UNIX, Linux, Microsoft systems, and network infrastructure.
- Familiarity with frameworks like ITIL, ISO/IEC 20000, NIST, or Kepner Tregoe.
Responsibilities
- Develop and refine incident response strategies aligned with organizational goals.
- Lead and mentor incident response teams through post-incident reviews and coaching.
- Conduct root cause analyses and collaborate with problem management.
- Coordinate responses to infrastructure and application incidents.
- Prioritize and escalate incidents based on impact and urgency to meet SLA targets.
- Champion AI technologies to transform incident management practices.
- Train staff on procedures, predictive modeling, and performance metrics.
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