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Principal AIOps Engineer

https://www.cvshealth.com/ Logo

CVS Health

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Location:
United States

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Category:
IT - Software Development

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Contract Type:
Employment contract

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Salary:

144200.00 - 288400.00 USD / Year
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Job Description:

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 Responsibility:

  • Lead the AIOps strategy, roadmap, and operating model (intake, triage, automation lifecycle, KPIs) to measurably improve MTTR, alert quality, and operational efficiency
  • Own the observability-to-AIOps pipeline (metrics, logs, traces, events) and drive standardization of telemetry, service health models, and actionable alerting across teams and platforms
  • Design and implement event intelligence: correlation, deduplication, suppression, anomaly detection, incident clustering, and probable-cause analysis using topology/CMDB context
  • Advise operations, service owners, and leadership stakeholders
  • lead change enablement, adoption, and value measurement for AIOps and agentic automation across the organization
  • Develop ServiceNow-centric AIOps integrations (ITSM + ITOM/Event Management where applicable): event ingestion, alert-to-incident policies, enrichment, assignment/routing, approvals, change workflows, and closure updates for auditable closed-loop ops
  • Establish governance for operational AI (risk controls, approvals, auditability, data access, prompt/response logging, evaluation, and continuous improvement) in partnership with security, compliance, and operations
  • Build and operationalize agentic AI workflows for incident triage and resolution: signal summarization, similar-incident retrieval, knowledge article drafting, ticket updates, stakeholder communications, and human-in-the-loop remediation
  • Enable closed-loop automation and self-healing by connecting AIOps detections to orchestrated actions (runbooks/workflows), with clear approvals, safety checks, and rollback paths
  • Partner with NOC/SOC, infrastructure, and application owners to onboard services into AIOps, define service models, and improve signal quality, escalation paths, and operational readiness
  • Create enablement materials (playbooks, operating procedures, dashboards) and coach teams on AIOps practices, agentic AI usage, and responsible automation

Requirements:

  • 10+ years of experience in SRE, production operations supporting highly available services along with experience with Product model
  • Proven technical leadership: ability to set direction, lead cross-team initiatives, and advise stakeholders through architecture reviews, tradeoffs, and operational readiness
  • Strong programming/scripting skills (Python preferred) and experience building automation, integrations, and APIs
  • Experience integrating observability platforms and event sources across hybrid environments (cloud/on-prem) and operating production-grade monitoring/event management at scale
  • Strong ServiceNow experience as an ITSM system of record (Incident/Problem/Change
  • CMDB/asset concepts). Ability to build and operate integrations at scale (REST, webhooks, event management) to support automation and auditability
  • Python (preferred) for automation and data/ML pipelines
  • experience building integrations, services, and operational tooling
  • Workflow orchestration and integrations (ServiceNow APIs, event pipelines, runbook automation) with strong reliability, security, and auditability practices
  • Observability: Prometheus/Grafana, OpenTelemetry, ELK/Splunk/Datadog (or equivalent)
  • ServiceNow ITSM/ITOM: Incident/Problem/Change, CMDB/service mapping concepts, and Event Management/AIOps integrations (where applicable)
  • Agentic AI frameworks: building tool-using agents, retrieval workflows, prompt/response logging, evaluation, and guardrails
  • Operational ML/Analytics: anomaly detection and time-series analysis, correlation approaches, and model/agent evaluation & monitoring in production
  • Bachelor’s degree or equivalent experience (Highschool diploma plus 4 years relevant work work experience)

Nice to have:

  • Demonstrated experience applying machine learning and/or LLM-based approaches to operational problems (noise reduction, correlation, anomaly detection, summarization, and assisted remediation) in production environments
  • Experience building an agentic AI platform/ecosystem (shared tools, standardized patterns, evaluation, and guardrails) and enabling multiple teams to safely deliver automations
  • Familiarity with ServiceNow ITOM / Event Management / AIOps capabilities (or equivalent) and integrating observability signals into ITSM workflows
  • Strong Linux and networking fundamentals (TCP/IP, DNS, TLS, load balancing) and ability to troubleshoot distributed systems end-to-end
  • DevOps, or platform engineering experience supporting highly available services along with experience with Product model
  • Excellent communication skills with the ability to lead incident bridges, write clear postmortems, and influence reliability improvements across teams
What we offer:
  • Medical, dental, and vision coverage
  • Paid time off
  • Retirement savings options
  • Wellness programs
  • Bonus, commission or short-term incentive program
  • Equity award program

Additional Information:

Job Posted:
May 15, 2026

Expiration:
July 01, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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