Job Description

CVS Health aims to transform health and wellness via products that enable consumer engagement and a best-in-class experience. CVS Health is currently taking on a major initiative to redesign and rebuild many of its data and digital assets. This effort will include a completely new approach to developing software within CVS Health, using the latest design approaches, technologies, and processes.The Production Support Lead will play an integral role in ensuring the lights stay on and bright across the diverse suite of applications developed by Retail Data Engineering. You will lead a diverse team of production support engineers who are both on and offshore. You will maintain strong ties with the development teams delivering constantly changing functionality. You will be responsible for setting standards for production support across multiple applications, ensuring SLAs are met and triage root cause and resolution when they are not. You will have expertise communicating with business partners when issues arise and know how to partner with upstream and downstream applications to ensure SLAs are met in both directions.Responsibilities:• Lead a team of contract, full-time, and vended resources providing production support for a Data Engineering environment.• Manage a team of production support engineers, communicate with the business, triage root cause issues, lead response calls, prioritize incidents and requests to ensure service targets and SLAs are met, and maintain high support service quality.• Take ownership of incidents and requests, working directly with the users and/or platform support team to investigate, troubleshoot, debug, and resolve technical issues arising from their service use• Provide regular status updates on incidents assigned and coordinate with the members of the global support team• Coordinate/escalate with internal teams to ensure practical and efficient incident investigation and resolution• Actively improve standards, processes, and procedures. Work within the systems and procedures to ensure the successful delivery of support across a growing user base, maintaining service integrity.• Create or review technical assessment and root cause analysis documents• Assist with unexpected events or failures which limit customer(s) use of the product, work to restore services rapidly, and effectively communicate to the customer to maintain their confidence• Produce a weekly dashboard featuring relevant support KPIs that can be used to monitor application health and identify opportunities for improvementLocation: Hybrid (work on-site every Tue & Wed) preferred in Boston/Wellesley/Woonsocket, RI area. Will consider hybrid in Chicago, NYC, or Dallas. Will consider 100% remote for a very strong candidate.

Pay Range

The typical pay range for this role is:

Minimum: 115,000

Maximum: 230,000

Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.

Required Qualifications

• Experience with Azure Kubernetes Services (AKS) and related troubleshooting as well as understanding of Kubernetes and its architecture• Solid understanding of Data Engineering environments, concepts, and principles• Familiarity with microservices architecture and container orchestration with Kubernetes• Deep understanding of Microsoft Azure (Management groups, Azure policies, AKS, key vault, Application Insights, Application Gateway)• Firm understanding of tools and capabilities including: o Orchestration tool experience (Airflow, ADF, or ctrl-m preferred) o Log Management tools like Dynatrace and Azure Monitor/Azure App Insights o BS/MS in Computer Science or equivalent (software development or production operations experience in a large-scale environment)

Preferred Qualifications

• Ability to improve and standardize Airflow or Kubeflow tool usage• Operating procedures of Kubernetes (kubectl, deployment, services, troubleshooting, Grafana, Prometheus)• Strong drive to automate manual operations and improve them through repeated iteration• Experience with monitoring tools such as Prometheus• Prior experience in retail and/or healthcare

Education

Bachelor’s degree from an accredited college or equivalent work experience is required

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.