Lead Director, Incident Response and Systems Support, CVS Health

CVS Health

Location:
United States, Work At Home

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

100000.00 - 231540.00 USD / Year

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Job Description:

Lead Director role 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. Requires leading decentralized resources and steering them to quickly resolve business impacting outages.

Job Responsibility:

Facilitating end-to-end management of IT incident response functions and IT support teams
Restoring services as quickly as possible while working to identify root-cause post incident
Leading and managing decentralized resources
Acting as the gatekeeper of production and critical environment health
Gating incident driven emergency change release activity
Adopting AI as an evangelist (conversational and generative) to change the current incident landscape
Development and ongoing enhancement of incident response related strategies
Creation and maintenance of incident response plans
Leading a team of incident responders with active guidance, coaching, counseling, and mentoring
Conducting thorough analysis to identify root cause and implement corrective actions
Coordinating and communicating with relevant teams and stakeholders
Training the next generation of incident managers
Hosting and supporting raise-the-bar sessions
Documenting and reporting all engagements with detail and accuracy

Requirements:

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
Demonstratable knowledge of core industry frameworks such as ISO/IEC 20000, ITIL/IT Service Management, OSI, Kepner Tregoe, NIST, ISO 27001
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
Bachelor's degree or equivalent experience (High School Diploma and 4 years relevant experience)
Must be available on call in the evenings (overnight)/weekends in a revolving schedule rotation

Nice to have:

Relevant certifications including CCNA, CISSP, CISM, GIAC, RHCE, MCSE
Demonstratable knowledge of core industry frameworks such as ISO/IEC 20000, ITIL/IT Service Management, OSI, Kepner Tregoe, NIST, ISO 27001

What we offer:

Affordable medical plan options
401(k) plan with matching company contributions
Employee stock purchase plan
No-cost wellness screenings
Tobacco cessation and weight management programs
Confidential counseling and financial coaching
Paid time off
Flexible work schedules
Family leave
Dependent care resources
Colleague assistance programs
Tuition assistance
Retiree medical access

Additional Information:

Job Posted:
August 26, 2025

Expiration:
September 01, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Lead Director, Incident Response and Systems Support