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　　Position Summary

　　The Manager, IT Customer Service/Support 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.

　　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.

　　The candidate must have demonstrated ability to lead a team of incident responders with active guidance, coaching, counseling, and mentoring through post incident review and recurring one-on-one meetings. The individual must foster a collaborative and proactive incident response culture within the team balancing radical candor and honesty with staff.

　　The candidate must holistically understand incident detection and analysis approach patterns while overseeing monitoring and alerting conditions to ensure timely detection of potential incidents with spirt to prevent impact at all costs or recover quickly with the least mean time to repair possible. Following recovery actions, the ability to conduct thorough, well thought, timely, and concise analysis to identify root cause and implement the necessary corrective actions is paramount. This includes same day cause analysis and ongoing partnership with the problem management team. Ongoing identification and continuous improvement of incident response processes and procedures. Routine implementation of lessons learned from past incidents to enhance the overall effectiveness and efficiency of incident management capabilities.

　　This role requires effective response coordination to lead the timely and effective response to infrastructure and application incidents while coordinating and communicating with relevant teams and stakeholders, including both technical and leadership tiers. Incidents are to be prioritized and escalated according to impact and urgency standards while ensuring resolution within established SLA.

　　The candidate must have demonstrated ability to train the next generation of incident managers and relevant staff on incident response procedures including awareness and predictive modeling to prepare and measure individual and team performance. A proper candidate is aware of security best practices, business continuity, and enterprise disaster responsibilities and capable of engaging additional peers.

　　The candidate must be a self-motivated evangelist for technology and ideal incident management. The candidate will host and support raise-the-bar sessions to understand the efficacy of the incident management organization while raising awareness of security best practices and the importance of incident reporting throughout the organization.

　　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

　　10+ years of proven IT experience

　　7+ 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

　　Demonstratable 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

　　Bachelor’s degree in Information Technology, Information Systems, Information Security, Computer Science, or related field.

　　Degrees in Mathematics and Business Management will be considered.

　　If a verifiable bachelor’s degree is not available, equivalent combination of education and experience must be validated, 2 years of contiguous and directly relatable professional work experience for every year of secondary education not attained.

　　Relevant certifications will be considered in part with years worked.

　　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 in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits

　　CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

　　You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

　　CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through [email protected] If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.