Manager – IT Command Center Operations, CVS Health

Manager – IT Command Center Operations

CVS Health

Location:

United States, Phoenix

Category:

IT - Administration

Contract Type:

Employment contract

Salary:

60300.00 - 132600.00 USD / Year

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Job Description:

CVS Health is seeking a Manager – IT Command Center Operations to oversee the operations of the IT Command Center during non-standard hours. Responsibilities include maintaining service availability, incident response, and operational efficiency during nights and weekends, while leading a team and coordinating with cross-functional groups.

Job Responsibility:

Establishes and implements programs and innovative initiatives for the organization to advance Tech Production initiatives
Forecasts changes within the Tech Production industry, conducts business impact assessments, and develops modification strategies with the aid of process improvement methodologies
Ensures established business application service level agreements are met by mitigating the risk and impact of activity in the production environments
Designs systems to respond to daily operational issues by mitigating problems and failures and recommending initiative-taking solutions to help prevent recurrence
Conducts most complex, highly visible change activities in concert with business and IT representatives to ensure timely, effective installations
Directs cross-functional business and technical experts for the implementation phase of more complex and visible application and infrastructure change releases
Coaches more junior colleagues in techniques, processes, and responsibilities
Meet regularly with senior leadership and conduct regular team meetings to communicate updates, share knowledge, and address any operational challenges
Maintain visibility over operational reports and day-to-day operations, identifying trends and areas for improvement in service delivery and incident response
Participate in the development and refinement of operational procedures and documentation
Utilize monitoring tools to proactively identify and address potential issues before they impact service delivery
Act as a liaison between the Command Center and cross-functional teams, including IT support, network operations, and application management, providing updates and coordinating efforts during critical incidents and change activity

Requirements:

At least 5 years of experience in IT operations, command center, or a similar role
3+ years of working with IT service management (ITSM) tools such as Service Now, incident management processes, and monitoring tools (AppDynamics, SolarWinds, Grafana)
The ability to work 40 hours per week (5 days per week) with Friday, Saturday and Sunday a part of mandatory work schedule
Working Hours: 8:00pm - 5:00am MST (Phoenix Time Zone)
Experience escalating or engaging engineering teams to triage and troubleshoot issues

Nice to have:

General knowledge of mainframe operations within a large environment
Previous management experience within an IT operations setting
Adept at execution and delivery (planning, delivering, and supporting) skills

What we offer:

Medical, dental, and vision benefits
401(k) retirement savings plan
Employee Stock Purchase Plan
Fully-paid term life insurance plan
Short-term and long-term disability benefits
Well-being programs
Education assistance
Free development courses
CVS store discount
Discount programs with participating partners
Paid Time Off (PTO) or vacation pay
Paid holidays throughout the calendar year

Additional Information:

Job Posted:

March 19, 2025

Expiration:

May 30, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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