Lead Director – Observability Operations Job in United States Recruiting by CVS Health

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary
As CVS Health continues to grow, we are looking for experienced leaders to ensure our systems remain stable and performant as we scale. The Lead Director of Observability Operations will play a crucial leadership role within Solutions Architecture and Infrastructure Platforms, leading and managing a team responsible for the operation and maintenance of Observability platforms at CVS Health. The Lead Director will act as the product owner for several key observability platforms, providing technical guidance, support, and leadership. This individual will also occasionally perform in all areas of observability platform administrative and operational activities, such as managing customer issues and requests, observability solutions deployments, platform management, release management, upgrades, patching, integrations, and incident troubleshooting. They will also provide continual planning and action as it pertains to platform performance to support scale and complexity. 

Platform Monitoring and Health Checks: Continuously monitor health and performance of observability systems to ensure functionality and reliability. This includes tracking system availability, responsiveness, and identifying potential issues before they become critical.

Incident Management and Problem Resolution: Address platform-related incidents and problems by troubleshooting issues, coordinating responses, and working to resolve problems that impact the operation of our observability systems, and observability of our enterprise platforms. 

Reporting and Analytics: Handle requests to obtain audit and compliance information from our logging platforms where assistance is needed. Assist in configuring sensors and analytics where assistance is needed, to enable our partners to gain deeper insight into their operating environments.

Platform Upgrades, Patch, Change and Release Management: Collaborate with business leads to plan and execute platform and agent upgrades, and manage patches to ensure platforms remain up-to-date and secure. Manage changes, releases, and deployments by planning, testing, and overseeing new feature rollouts.

Team Leadership and Collaboration: Engage with executives, department heads, and IT teams to provide status updates on activities and operational metrics. This includes guiding and supervising the observability operations team, coordinating with other IT and business units, establishing observability services for new systems and those transitioning platforms, establishing user training, establishing and ensuring effective communication within the organization.

Required Qualifications
1. Minimum 8 years of IT industry experience with 5+ years of experience leading teams in the IT operations, DevOps, SRE, or observability space within a large enterprise (Fortune 100) environment.
2. 5 years of experience in development of a high performing team and interface with all levels of the organization; Ability to participate in development of resource plans and structures, and influence organizational priorities.
3. 5 years of Excellent verbal/written communication, collaboration, analytical and presentation skills to lead an environment driven by customer service and teamwork; Must be able to set goals and participate in strategic initiatives for a team
4. 5 years of Experience implementing observability solutions for component and application performance monitoring, real user monitoring, log management, incident management and triage, data analysis, and events management.
5. 5 years of experience in ITSM, change management, and IT Operations; experience with ServiceNow ITOM and/or other AIOps platforms a plus).
6. 5 years of Experience developing automation solutions and workflows for deployment and incident remediation; experience with automation tools and related languages (e.g., ansible, Jenkins, bash, powershell, python)
7. 8 years of experience in on-premises infrastructure, cloud infrastructure, and application architectures; Experience supporting major incident triage, operational readiness, and change management processes leveraging observability platforms.
8. 8 years of experience in a variety of observability tools and standards (e.g., App Dynamics, Prometheus, Grafana stack, ELK stack, Splunk, Dynatrace, OTEL).
9. 8 years of Excellent analytical and problem-solving skills.
10. 8 years of Exceptional project and program management skills, with a proven track record of managing and prioritizing multiple simultaneous initiatives to successful completion. 
11. 8 years of experience in owning problems end-to-end, willingness to obtain any required knowledge to get the job done.

Preferred Qualifications
Knowledge of the healthcare industry's regulatory landscape, particularly in the context of data security and privacy, is desirable.

Education-

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

BUSINESS OVERVIEW

Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. 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

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.