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.

Company Overview:

CVS Health, a leader in the healthcare industry, is dedicated to improving the lives of those we serve and fostering a workplace that cultivates diversity, innovation, and collaboration. Through our integrated pharmacy, health care, and digital services, we’re pioneering a bold new approach to total health. Our Observability organization within Solutions Architecture and Infrastructure Platforms is vital in ensuring our technology infrastructure is efficient, reliable, and prepared to meet the demands of our customers and the business.

Position Summary:

CVS Health is seeking an Enterprise Observability Support Manager to lead a team of observability support engineers originating from a managed service provider (MSP).  This role will oversee all aspects of support and operations for our observability platforms. Responsibilities include scoping, discovery, and deployment of observability solutions, platform management, release management, upgrades, patching, integrations, managing customer issues and requests, and troubleshooting incidents. Additionally, this role requires continuous planning and action regarding platform performance to support scalability and complexity in our fast-paced environment. Reporting to the Director of Observability Operations, the ideal candidate will bring a strategic vision to the team, ensuring our observability infrastructure is robust, efficient, and aligns with our overarching IT and business goals.

Key Responsibilities:

Team Leadership: Lead and manage a team of observability operations engineers. Mentor and develop team members, fostering a collaborative and high-performance culture.

Platform Management: Oversee the operations and maintenance of observability platforms. Manage platform upgrades, patching, and integrations to ensure optimal performance.

Deployment and Implementation: Scope, deploy, and instrument observability solutions to meet organizational needs. Ensure successful implementation of observability and event management tools and technologies.

Release Management: Coordinate and manage release cycles for observability platforms. Ensure smooth and timely releases with minimal disruption to services.

Incident Management: Troubleshoot and resolve incidents related to observability platforms. Manage customer issues and requests, ensuring timely and effective resolution.

Continuous Improvement: Continuously plan and act on platform performance to support scalability and complexity. Identify opportunities for process optimization and efficiency gains.

Strategic Vision: Bring a strategic vision to the observability operations team. Align observability infrastructure with IT and business goals, ensuring it is robust and efficient.

Performance Monitoring: Monitor platform performance and implement improvements as needed. Leverage telemetry data and machine learning to automate performance optimization, capacity planning, and incident remediation.

Collaboration and Communication: Collaborate with cross-functional teams and stakeholders to ensure alignment and integration. Communicate effectively with team members, management, and other stakeholders.

Project Management: Manage multiple priorities and projects in a fast-paced environment. Drive projects to successful completion on time and within budget.

Customer Focus: Ensure high levels of customer satisfaction by effectively managing customer relationships. Provide excellent customer service and support for observability solutions.

Compliance and Security: Ensure observability platforms comply with organizational policies and security standards. Implement tools and processes to detect and remediate configuration drift and security risks.

This role is crucial to maintaining and enhancing our observability infrastructure, ensuring it supports the dynamic needs of CVS Health. The ideal candidate will lead with vision, drive operational excellence, and ensure our observability platforms are aligned with our strategic goals.

Required skills and Qualifications:

Leadership and Team Management:

• 7+ Years experience leading and managing a team of observability operations engineers.

• 3+ Years experience managing an MSP to deliver L1/L2 product and platform support.

• Strong leadership skills with the ability to mentor, motivate, and develop team members, and foster a collaborative and high-performance team culture.

Technical Expertise:

• 7+ Years experience implementing and managing observability platforms and tools (e.g., AppDynamics, Splunk, Prometheus, Grafana).

• 7+ Years experience with platform management, including upgrades, patching, and integrations.

• Proficiency in troubleshooting and resolving complex technical issues.

Operational Excellence:

• Demonstrated ability to oversee all aspects of observability operations and maintenance, including customer support, solution deployments, platform management, and incident resolution.

• 5+ Years experience managing customer issues and requests, ensuring timely and effective resolution.

• Proven ability to drive rationalization and integration of observability tools and platforms, and event correlation and enrichment, enhancing our capability to monitor and analyze the performance and health of our IT infrastructure.

• Strong understanding of release management processes and best practices, proven ability to manage platform upgrades and patches with minimal service disruption.

• Proven ability to manage security, compliance, and regulatory requirements related to observability platform management and operations.

Strategic Vision:

• Ability to bring a strategic vision to the observability operations team.

• Experience in continuous planning and action to support platform performance, scalability, and complexity.

• Capability to align observability infrastructure and practices with IT and business goals.

Project Management:

• Experience in scoping, discovery, and deployment of observability solutions.

• Strong project management skills with the ability to manage multiple priorities in a fast-paced environment.

• Ability to drive projects to successful completion on time and within budget.

Communication and Collaboration:

• Excellent communication skills, both verbal and written.

• Ability to collaborate effectively with cross-functional teams and stakeholders at all levels of the organization.

• Strong customer service orientation with the ability to manage customer relationships.

Continuous Improvement:

• Commitment to continuous improvement and staying current with industry trends and best practices.

• Ability to identify opportunities for process optimization and efficiency gains.

• Experience with performance monitoring and capacity planning.

• Proven experience leveraging automation and AI Operations to reduce time to deliver observability solutions, time to detect issues, and time to remediate incidents.

Education Requirements:

• Bachelor degree from accredited university or equivalent work experience (HS diploma + 4 years relevant experience)

Preferred Certifications:

• ITIL 4 Practitioner: Monitoring and Event Management

• DevOps Institute Observability Foundation

• DevOps Institute Site Reliability Engineering Foundation or Practitioner

• ServiceNow CIS-Event Management Implementer

• ServiceNow Certified Application Developer

• xMatters Integrator

Business Overview:

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.  We strive to promote and sustain a culture of diversity, inclusion and belonging every day.  CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.  We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities

Pay Range

The typical pay range for this role is:

$130,295.00 - $260,590.00

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.  This position also includes an award target in the company’s equity award program. 
 
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 Benefits | CVS Health

We anticipate the application window for this opening will close on: 01/31/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.