Manager, Production Support Services / Incident Management
Get alerts for roles like this
More Manager, Production Support Services / Incident Management roles in United States — straight to your inbox. No account needed.
Applying to this role? Tailor your résumé to this job description in one click, then download it clean — no watermark, no subscription.
Job Description
Job Title: Manager, Production Support Services / Incident Management Job Location: Work at Home, Arizona, United States Job Location Type: Remote Job Contract Type: Full time Job Seniority Level: We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience.
At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.
Job Description
The Incident Lead is a strategic and technically adept professional responsible for overseeing the full lifecycle of IT incident response. This includes coordinating cross-functional support teams to rapidly restore services and conducting post-incident root cause analysis.
The role demands leadership of decentralized resources during high-impact outages, acting as a guardian of production and critical environments, and managing emergency change releases. A strong grasp of IT systems and problem-solving is essential to guide teams effectively.
The Incident Lead must champion AI technologies—both conversational and generative—to transform incident management practices. Success in this role requires visionary thinking, operational improvement, empathetic leadership, and a commitment to reducing mean time to resolution.
Availability for on-call rotations during evenings and weekends is required.
Key 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 downtim