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:

CVS Health is seeking a senior manager, Observability Operations to lead a team of observability support engineers originating from a managed service provider (MSP). This role will oversee all aspects of support and operations for our observability platforms. Responsibilities include scoping, discovery, and deployment of observability solutions, platform management, release management, upgrades, patching, integrations, managing customer issues and requests, and troubleshooting incidents. Additionally, this role requires continuous planning and action regarding platform performance to support scalability and complexity in our fast-paced environment. Reporting to the Director of Observability Operations, the ideal candidate will bring a strategic vision to the team, ensuring our observability infrastructure is robust, efficient, and aligns with our overarching IT and business goals.

EDUCATION REQUIREMENTS:

• Bachelor degree from accredited university or equivalent work experience (HS diploma + 4 years relevant experience)

Team Leadership: Lead and manage a team of observability operations engineers. Mentor and develop team members, fostering a collaborative and high-performance culture.
Platform Management: Oversee the operations and maintenance of observability platforms. Manage platform upgrades, patching, and integrations to ensure optimal performance.
Deployment and Implementation: Scope, deploy, and instrument observability solutions to meet organizational needs. Ensure successful implementation of observability and event management tools and technologies.
Release Management: Coordinate and manage release cycles for observability platforms. Ensure smooth and timely releases with minimal disruption to services.
Incident Management: Troubleshoot and resolve incidents related to observability platforms. Manage customer issues and requests, ensuring timely and effective resolution.
Continuous Improvement: Continuously plan and act on platform performance to support scalability and complexity. Identify opportunities for process optimization and efficiency gains.
Strategic Vision: Bring a strategic vision to the observability operations team. Align observability infrastructure with IT and business goals, ensuring it is robust and efficient.
Performance Monitoring: Monitor platform performance and implement improvements as needed. Leverage telemetry data and machine learning to automate performance optimization, capacity planning, and incident remediation.
Collaboration and Communication: Collaborate with cross-functional teams and stakeholders to ensure alignment and integration. Communicate effectively with team members, management, and other stakeholders.
Project Management: Manage multiple priorities and projects in a fast-paced environment. Drive projects to successful completion on time and within budget.
Customer Focus: Ensure high levels of customer satisfaction by effectively managing customer relationships. Provide excellent customer service and support for observability solutions.
Compliance and Security: Ensure observability platforms comply with organizational policies and security standards. Implement tools and processes to detect and remediate configuration drift and security risks.
This role is crucial to maintaining and enhancing our observability infrastructure, ensuring it supports the dynamic needs of CVS Health. The ideal candidate will lead with vision, drive operational excellence, and ensure our observability platforms are aligned with our strategic goals.