Manager, Production Support Services – Incident Management

CVS Health

CVS Health incident management leader overseeing IT outages, service recovery, root-cause analysis, and emergency changes. Driving AI-enabled processes, SLA performance, and resilience across healthcare technology operations.

Posted 8/5/2026full-timeRemote • Arizona • 🇺🇸 United StatesSeniorLead💰 $54,300 - $145,860 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in incident response strategies, incident management, and root cause analysis while effectively leading teams and communicating across various stakeholders. Proficient in utilizing ITSM tools and promoting security and disaster recovery practices.

Highest-signal resume keywords

Incident Response Strategy DevelopmentServiceNow Incident ManagementRoot Cause AnalysisITIL FamiliarityLeadership in Incident Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementRoot Cause AnalysisPredictive ModelingData CollectionIncident AnalysisNetwork ArchitectureSecurity PracticesDisaster RecoveryPerformance MetricsTechnical Support

Soft Skills

Strong Verbal CommunicationWritten CommunicationConflict ResolutionPeer Relationship BuildingComfort with Ambiguity

Tools & Technologies

ServiceNowITSM ToolsConversational AIGenerative AIUNIXLinuxMicrosoft SystemsNetwork Infrastructure

Certifications & Qualifications

CCNACISSPCISMGIACRHCEMCSE

Industry Keywords

ISO/IEC 20000NISTISO 27001Kepner TregoeITIL

Tech Stack

Tools & technologies

ITSMLinuxServiceNowUnix

About the role

Key responsibilities & impact

Develop and continuously refine incident response strategies aligned with organizational goals
Create and maintain incident response plans anticipating emerging threats and following best practices
Lead and mentor incident response teams through post-incident reviews and coaching sessions
Foster proactive detection and rapid recovery to minimize downtime and impact
Conduct root cause analyses in collaboration with problem management
Integrate lessons learned into process improvements and enhance incident response capabilities
Coordinate responses to infrastructure and application incidents across technical and leadership stakeholders
Prioritize and escalate incidents based on impact and urgency to meet SLA targets
Train future incident managers and staff on procedures, predictive modeling, and performance metrics
Promote security, business continuity, and disaster recovery practices
Evaluate and improve incident management effectiveness across the organization
Communicate throughout the incident lifecycle with engineers, executives, and other audiences
Document engagements to support trend analysis, metric tracking, and reporting
Oversee the full lifecycle of IT incident response and rapidly restore services
Lead decentralized resources during high-impact outages and manage emergency change releases
Champion conversational and generative AI technologies to transform incident management practices

Requirements

What you’ll need

7+ years of IT experience in Network Architecture, Security, Technical Support level 2–3, or IT Project Management
5+ years using ITSM tools; ServiceNow preferred
5+ years in incident and problem response roles
Bachelor’s degree in IT, IS, InfoSec, Computer Science, or related field
Equivalent experience may be considered in lieu of a degree
Relevant certifications may supplement experience
Familiarity with ISO/IEC 20000, ITIL, OSI, Kepner Tregoe, NIST, and 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, and MCSE are a plus
Availability for on-call rotations during evenings and weekends is required
Ability to champion conversational and generative AI technologies

Benefits

Comp & perks

CVS Health bonus, commission or short-term incentive program in addition to the base pay range
Medical coverage
Dental coverage
Vision coverage
Paid time off
Retirement savings options
Wellness programs
Other resources supporting physical, emotional, and financial well-being