Key Responsibilities:
• Operational Leadership
o Lead and manage front-line support teams to deliver high-quality, timely, and customer-centric support.
o Proactively troubleshoot issues, support root cause analysis, manage executive communications.
o Own the P1/P2 incident response process, driving rapid remediation within restricted environments.
o Establish and monitor KPIs (e.g., SLA adherence, response time, CSAT, ticket backlog).
o Ensure 24/7 support coverage where applicable, including workforce planning and scheduling.
o Proactively monitor local telemetry and performance metrics (TPS, latency drift) using Prometheus or similar tools to identify bottlenecks before they impact production.
• Team Management & Development
o Hire, coach, mentor, and retain top support talent.
o Build career paths, training programs, and succession plans for team members.
o Foster a culture of accountability, collaboration, and continuous learning.
• Customer Experience Excellence
o Drive initiatives to improve customer satisfaction and reduce friction in support interactions.
o Act as an escalation point for critical or high-impact customer issues.
o Implement feedback loops to capture customer insights and improve service delivery.
• Process Optimization & Automation
o Identify and implement process improvements to increase efficiency and reduce resolution time.
o Leverage tools (ticketing systems, AI/automation, knowledge bases) to enhance productivity.
o Establish standard operating procedures (SOPs) and best practices.
• Cross-Functional Collaboration
o Partner with Product, Engineering, and Operations teams to resolve systemic issues and improve product quality.
o Provide actionable insights from support data to influence product roadmap and defect prioritization.
• Reporting & Analytics
o Develop dashboards and reports to track performance metrics and operational health.
o Use data-driven insights to guide decisions, forecast demand, and manage capacity.
o Present performance updates to senior leadership.
• Compliance & Risk Management
o Ensure adherence to company policies, data security standards, and regulatory requirements.
o Maintain audit readiness and documentation standards.

Required Qualifications:
• 5+ years of experience in leadership role managing Front-line (L1) support teams.
• Experience with Infrastructure as Code (Terraform, GCP Cloud Deployment Manager, AWS CloudFormation) to provision, replicate, and tear down customer cloud environments in internal sandboxes.
• Proficiency in at least one programming language (e.g., Python, Java, Go).
• Proven track record of improving operational metrics (SLAs, CSAT, resolution time).
• Experience with support platforms (e.g., ServiceNow, Zendesk, Salesforce Service Cloud).
• Experience with Observability & Monitoring Tools such as AppDynamics, Grafana, Prometheus, Splunk etc.
• Experience working with Azure, GCP and or AWS cloud.
• Strong analytical skills with experience in reporting and performance management.
• Excellent communication, stakeholder management, and conflict resolution skills.
• Ability to operate in a fast-paced, high-growth, or matrixed environment.

Preferred Qualifications:
• Experience in IT, SRE, DevOps, or Software Engineering.
• Experience acting as incident management technical lead and point of contact in blameless postmortems.
• Experience in healthcare, finance, enterprise SaaS, or highly regulated industries.
• Exposure to GenAI/Automation tools (OpenAI, CoPilot, Gemini, Claude etc.) in L1 support environments.
• Strong background in incident management and ITIL-based service operations.
• Experience managing distributed or global support teams, including offshore.
• Demonstrated success in driving digital transformation or supporting modernization initiatives.

Education:
• Bachelor’s degree or equivalent work experience in Computer Science, Engineering, or related discipline.
• Certification in ITIL, Six Sigma, Lean, or related operational excellence frameworks are a plus.
• Certifications in Cloud platforms, or DevOps are a plus.

Leadership Competencies:
• Customer-first mindset with a passion for delivering exceptional service.
• Strategic thinker with strong execution capabilities.
• High emotional intelligence and people leadership skills.
• Continuous improvement and innovation-oriented mindset.

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.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on .