[Remote] Mgr,IT Customer Service and Support at CVS Health

Connecticut, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, TechnologyIndustries

Requirements

7+ years of IT experience (Network Architecture, Security, Technical Support level 2-3, or IT Project Manager)
5+ years using ITSM tools, preferably ServiceNow
5+ years in incident and problem response roles
Bachelor’s degree in IT, IS, InfoSec, Computer Science, or related field (equivalent experience or relevant certifications may be considered in lieu of degree)
Availability for on-call rotations during evenings and weekends
Preferred Qualifications (as additional requirements)
Familiarity with frameworks like ISO/IEC 20000, ITIL, OSI, Kepner Tregoe, NIST, 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, MCSE

Responsibilities

Develop and continuously refine incident response strategies aligned with organizational goals
Create and maintain incident response plans that anticipate emerging threats and follow best practices (ISO20000, ITIL, Kepner Tregoe, etc.)
Lead and mentor incident response teams through post-incident reviews and regular coaching sessions
Foster a culture of proactive detection and rapid recovery, minimizing downtime and impact
Conduct timely and thorough root cause analyses, collaborating closely with problem management
Integrate lessons learned into process improvements and ensure continuous enhancement of incident response capabilities
Coordinate effective responses to infrastructure and application incidents, ensuring clear communication across technical and leadership stakeholders
Prioritize and escalate incidents based on impact and urgency, ensuring resolution within SLA targets
Train future incident managers and staff on procedures, predictive modeling, and performance metrics
Promote awareness of security, business continuity, and disaster recovery practices
Host sessions to evaluate and elevate incident management effectiveness across the organization
Communicate clearly and appropriately with all audiences—from engineers to executives—throughout the incident lifecycle
Document all engagements with precision to support trend analysis, metric tracking, and reporting
Champion AI technologies—both conversational and generative—to transform incident management practices

Skills

Key technologies and capabilities for this role

ITILISO20000Kepner TregoeIncident ManagementRoot Cause AnalysisAIGenerative AIConversational AIProblem SolvingLeadership

Questions & Answers

Common questions about this position

What experience is required for the Incident Lead role?

Candidates need 7+ years of IT experience in areas such as Network Architecture, Security, or Technical Support level 2.

Is on-call availability required for this position?

Yes, availability for on-call rotations during evenings and weekends is required.

What salary or compensation does this role offer?

This information is not specified in the job description.

What leadership skills are emphasized for this role?

The role requires empathetic leadership, visionary thinking, mentoring incident response teams, and fostering a culture of proactive detection and rapid recovery.

What makes a strong candidate for the Mgr, IT Customer Service and Support position?

A strong candidate will have 7+ years of IT experience, expertise in incident management frameworks like ITIL and ISO20000, leadership in coordinating cross-functional teams, and a passion for AI technologies in incident response.

CVS Health

Comprehensive pharmacy and healthcare services

About CVS Health

CVS Health operates a large network of retail pharmacies and walk-in medical clinics across the United States, providing a variety of health-related products and services. Their offerings include prescription medications, over-the-counter health products, and beauty items, as well as pharmacy benefits management and specialty pharmacy services. CVS Health's integrated business model allows them to serve individual consumers, businesses, and communities effectively, with a focus on improving health outcomes and reducing healthcare costs. Unlike many competitors, CVS Health combines pharmacy services with medical care, making it easier for patients to access quality healthcare. The company's goal is to enhance access to healthcare and support individuals in achieving better health.

Woonsocket, Rhode IslandHeadquarters

1963Year Founded

DEBTCompany Stage

Healthcare, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Retirement Plan

Company Equity

Wellness Program

Professional Development Budget

Paid Vacation

Paid Holidays

Risks

Legal challenges related to opioid prescriptions could harm CVS's reputation and finances.

The DOJ's intervention in a whistleblower lawsuit may increase legal costs for CVS.

The Horizon Organic Milk recall exposes potential vulnerabilities in CVS's supply chain.

Differentiation

CVS Health operates over 9,600 retail pharmacies and 1,100 walk-in clinics nationwide.

The company integrates pharmacy benefits management with specialty pharmacy services for comprehensive care.

CVS Health offers tailored medication plans through personalized medicine and pharmacogenomics.

Upsides

Expansion of telehealth services allows CVS to reach more patients remotely.

Increased consumer interest in wellness boosts demand for CVS's health-related products.

The trend towards value-based care aligns with CVS's integrated healthcare approach.

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