At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day. **Position Summary** The Incident Lead Director, Systems Support role 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. This role must embrace and adopt AI as an evangelist (conversational and generative) to change the current incident landscape. Additional responsibilities and requirements associated with this role are 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 to tailor communications to all audience types from technical engineers to business partners, and executive leaders as needed. The use of clear concise language is necessary from incident declaration to conclusion and through problem management. Communications must have a 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. + Experience in Root Cause Analysis and data collection + 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 or equivalent experience (High School Diploma and 4 years relevant experience) **Pay Range** The typical pay range for this role is: $100,000.00 - $231,540.00 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. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. **Great benefits for great people** We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include: + **Affordable medical plan options,** a **401(k) plan** (including matching company contributions), and an **employee stock purchase plan** . + **No-cost programs for all colleagues** including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching. + **Benefit solutions that address the different needs and preferences of our colleagues** including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility. For more information, visit https://jobs.cvshealth.com/us/en/benefits We anticipate the application window for this opening will close on: 09/01/2025 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. We are an equal opportunity and affirmative action employer. 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.