Operational Lead – Production Support

This is a fully remote position, open to applicants in Connecticut, +3 more states.

📋 Description

• Implement and oversee domain-specific SLAs/KPIs along with service performance metrics.

• Collaborate with IRT during incident occurrences.

• Monitor supplier performance and the quality of service delivery.

• Facilitate root-cause analysis, implement 5 Whys, develop defect elimination strategies, manage knowledge, and support transitions.

• Conduct blameless post-incident reviews and initiate corrective measures.

• Drive operational transformation aimed at enhancing efficiency, reliability, automation, AI integration, and SRE methodologies.

• Manage incident response to ensure rapid resolution and minimal impact on business operations.

• Promote incident reduction and improvements in MTTR.

• Maintain clear communication during high-severity incidents.

• Establish and enforce policies, standards, and controls for production support.

• Oversee compliance with SLAs, contracts, and operational obligations.

• Lead governance meetings and manage operational risks along with mitigation strategies.

• Supervise transition planning for applications, services, and vendors.

• Ensure vendor onboarding and readiness of the environment.

• Monitor, analyze, and report on service performance metrics.

• Advocate for continuous improvement and manage operational escalations.

• Ensure effective escalation paths, communication protocols, and coordination among support teams.

• Identify systemic risks, recurring failure patterns, and single points of failure.

• Collaborate with engineering teams to prioritize remediation efforts based on business impact and reliability risks.

⛳️ Requirements

• Minimum of 5 years of experience in Technical Production Support.

• At least 5 years of experience in incident and problem management.

• Over 5 years of experience in vendor relations and coordination.

• A minimum of 3 years of experience with SLA frameworks and performance analytics.

• More than 3 years of experience utilizing ServiceNow, Jira, Splunk, and Dynatrace.

• Proven track record of leading complex incident responses and driving long-term reliability enhancements across production environments.

• Experience in conducting blameless post-incident reviews and implementing sustainable corrective actions.

• Demonstrated success in using automation to minimize operational toil, enhance MTTR, and improve service reliability.

• Familiarity with ITIL practices and Site Reliability Engineering principles.

• Excellent executive-level communication skills during high-severity incidents.

• Experience in leading cross-functional teams within a global, vendor-supported operating structure.

• Bachelor’s degree preferred, along with specialized training or relevant professional qualifications.

🏝️ Benefits

• CVS Health bonus, commission, or short-term incentive program.

• Award target in the company’s equity award program.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting physical, emotional, and financial well-being.