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Incident Response Advisor

at CVS Health

Posted: 5/23/2020
Job Reference #: 1218500BR
Keywords: management

Job Description

Job Description
As an Incident Response Advisor you will lead end-to-end management of the Incident and Problem Management functions, to include continuous core process improvement. Responsible for leading support teams to restore services as quickly as possible for application and business service outages and then working to identify the root-cause as impacted quickly as possible. The incumbent will be required to actively partner with the Infrastructure and Application Support teams to innovate long standing scalable solutions to high impacting system risk issues and champion their implementation.

This role requires leading and managing decentralized resources often across the country (across several teams) 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 and a detailed and effective mitigation plan to ensure the underlying cause of the issue does not reoccur. The incumbent is expected to quickly join high impacting outages to the business and lead the restoration process, ensuring that all teams are appropriately engaged and recovery actions are clearly understood and coordinated.
Actively lead company-wide continuous process improvement projects in the incident, problem and change control areas by leading and providing the data and information needed to help drive them to a successful conclusion. Measure the effectiveness of improvements and provide management visibility to such improvements through high level reporting. Coordinate program efforts with division management and lead associated steering committees.

Actively partner to evaluate critical changes to the CVS Health processing platforms for quality and risk. Must be comfortable and confident to identify any plan gaps or risks that would compromise a service and identify that to the larger audience for consideration and corrective action.

The ideal candidate will be action oriented, able to clear any ambiguity quickly, have a detailed and in-depth quantitative and qualitative background, be creative, have solid conflict management skills, be customer focused, know how to build peer relationships, be able to both plan and execute on strategic objectives, embody the highest personal accountability and be both operationally and technically advanced. The candidate should be able to effectively demonstrate both technical acumen and advanced communications skills at all levels of the company.

Required Qualifications
5+ years of IT experience
3+ years of experience in IT Incident Management
3+ years of experience acting as team lead in the Unix, Linux, Windows or other technical discipline/environment.

This role is on call in the evenings and weekends one week per month.

Preferred Qualifications
ITIL, IT Service Management, Kepner Tregoe
Ability to facilitate the adoption of Incident/Problem/Change Management Process within an IT environment.
A high level of knowledge of network systems/infrastructure management and process methodologies and practices.
Strong knowledge of architecture and systems administration processes for UNIX, Linux, MF-Zseries, iSeries, and Microsoft Systems.
Experience in Root Cause Analysis and data collection
Knowledge of 5 Why's Methodology of root cause analysis
Ability to interact with all levels of management both inside and outside of IS, to include vendor interactions.

Bachelor’s Degree or Equivalent Experience

Business Overview
It’s a new day in health care.

Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation’s premier health innovation company. Through our health services, insurance plans and community pharmacists, we’re pioneering a bold new approach to total health. As a CVS Health colleague, you’ll be at the center of it all.

At CVS Health, we work every day to help people on their path to better health. Never has it been more important for us to deliver on our purpose to our valued customers, patients, members, and employees. With a presence in communities across the country, CVS Health colleagues are and will continue to be a critical piece of the country’s health care solution. The health and safety of our employees, patients, customers, and members is our top priority as we face the impact of COVID-19 together. If you would like to learn about the actions we are taking as a company as we learn more about COVID-19 and its spread, we encourage you to visit our COVID-19 resource center at
We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.

CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran - we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. Please note that we only accept applications for employment via this site.

We provide reasonable accommodations to qualified individuals with disabilities. If you need to request an accommodation, a qualified interpreter, written information in other formats, translation or other services, please contact our Advice and Counsel Reasonable Accommodations team by emailing Advice and Counsel Reasonable Accommodations team or calling 877-805-9511.

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Application Instructions

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