IT Major Incident Management

1 week ago

Providence, United States CVS Health Full time

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

**Position Summary**

**FULLY REMOTE**

The IT Major Incident Management role requires a highly skilled and passionate individual who thrives in challenging situations. The role is responsible for facilitating end-to-end management of IT incident response functions and IT support teams to restore services as quickly as possible while working to identify root-cause post incident. This role requires leading and managing decentralized resources and steering them to quickly resolve business impacting outages. The role also requires a deep understanding of IT technologies and problem-solving capabilities to coach resources and teams towards finding the correct root cause. This role will act as the gatekeeper of production and critical environment health and will be responsible for gating incident driven emergency change release activity.

Additional responsibilities and requirements associated within this role include bigger picture thinking, inspiring growth within your department, leading with empathy and kindness and having a mindset geared toward improving operations, efficiencies, and ultimately reducing our mean time to resolution of major incidents.

You must be available on call in the evenings (overnight)/weekends in a revolving schedule rotation. This shift is targeted for 4 days a week, including weekends, from 12:00pm to 10:30pm ET.

**Key Responsibilities**

Role responsibilities demand someone of a strategic nature with foresight to plan in advance of issues. This includes development and the ongoing enhancement of incident response related strategies which align to organizational goals. Creation and maintenance of incident response plans with consideration for proactive and emerging threats consistent with industry best practices, ISO20000, ITIL, Kepner Trego, and similar disciplines.

This role requires a top communicator with the ability tailor communications to all audience types from technical engineers to business partners, and executive leaders as needed, with clear concise language, from incident declaration to conclusion and through problem management with careful focus on response activities and lessons learned. The individual will be required to carefully document and report all engagements with the utmost detail and accuracy to drive identification of incident trends, key metrics, and efficacy of response efforts through regular reporting and analysis.

**Required Qualifications**
- 7+ years of proven IT experience
- 5+ years of experience using an ITSM Tool
- 5+ years of documented incident and problem response experience
- 5 years in a leadership role with no fewer than 5 direct reports

**Preferred Qualifications**
- Demonstrable knowledge of core industry frameworks such as ISO/IEC 20000, ITIL/IT Service Management, OSI, Kepner Tregoe, NIST, ISO 27001, and similar disciplines considered ideal
- Deep understanding of ServiceNow, Incident and Problem Modules, Major Incident Module
- Exceptional communication and interpersonal skills (oral, auditory, and written)
- Capable of vocally leading a call for several hours at a time.
- A high level of knowledge of network systems/infrastructure management and process methodologies and practices
- Experience in Root Cause Analysis and data collection
- Knowledge of 5 Why's Methodology of root cause analysis
- Be comfortable dealing with ambiguity & have solid conflict management skills
- Be customer focused, know how to build peer relationships
- Strong knowledge of architecture and systems administration processes for UNIX, Linux, and Microsoft Systems
- Advanced knowledge of network systems/infrastructure management and process methodologies
- Experienced with driving incidents following Who, What, Where, When and Why
- Capable of leading problem discussions with 5 Why and People Process Technology ideologies
- Relevant certifications including CCNA, CISSP, CISM, GIAC, RHCE, MCSE are a plus

**Education**
- HS diploma or GED required.
- Bachelor’s degree in Information Technology, Information Systems, Information Security, Computer Science, or related field preferred.

**Pay Range**

The typical pay range for this role is:
$63,300.00 - $139,200.00

This pay range represents the base hourly rate or base annual full-time salary for all positions i

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