Senior Manager, Incident Management
CVS Health
full-time
Posted on:
Location Type: Remote
Location: Remote • Arizona, Connecticut, Illinois, Rhode Island, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $75,400 - $182,549 per year
Job Level
Senior
Tech Stack
ITSMServiceNow
About the role
- Overseeing the end-to-end incident management process across critical clinical prior authorization business systems and services
- Ensure rapid restoration of normal operations during service disruptions
- Minimize business impact, and drive continuous improvement in incident response practices
- Manage a team of incident managers and analysts
- Collaborate with cross-functional stakeholders
- Implement best-in-class frameworks such as ITIL
- Define and execute the incident management strategy aligned with organizational goals
- Own the lifecycle of major incidents (P1/P2)
- Coordinate technical and business teams during critical incidents
- Serve as the primary point of contact for executives during major incidents
- Conduct post-incident reviews to identify root causes and implement preventive measures
- Develop and refine incident management policies, workflows, and reporting standards
- Monitor KPIs such as Mean Time to Resolution (MTTR), incident frequency, and trend analysis
- Present incident performance reports to leadership and recommend improvements
Requirements
- 7+ years of experience in IT Service Management or Operations, with at least 5 years in leadership roles
- Proven track record managing major incidents in complex enterprise environments
- Experience with ITIL and ITSM frameworks
- Technical proficiency in incident management tools (e.g., ServiceNow, PagerDuty)
- Background in risk management and disaster recovery planning
Benefits
- Affordable medical plan options
- 401(k) plan (including matching company contributions)
- Employee stock purchase plan
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
incident managementIT Service ManagementITILITSMrisk managementdisaster recovery planningKPI monitoringtrend analysispost-incident reviewscontinuous improvement
Soft skills
leadershipcollaborationcommunicationproblem-solvingstrategic thinkingteam managementstakeholder engagementanalytical thinkingdecision makingreporting