Lead Director, Software Development Engineering

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

Aetna is offering a distinguished career opportunity for an IT Production Support Director to lead day-to-day production support operations related to our healthcare business. The successful candidate will manage incident management and provide technical direction to drive a multi-vendor Application Managed Services model. We are looking for a dynamic and experienced leader with a proven track record in managing production support operations, leveraging AI-based solutions to optimize incident resolution, and ensuring seamless technical support in a complex IT environment, preferably within a healthcare insurance company

We are seeking a dynamic and experienced IT Production Support Director to lead the Day-to-Day (D2D) production support operations including incident management and provide technical direction to successfully drive a multi-vendor Application Managed Services model. The ideal candidate will have a proven track record of managing production support operations, leveraging Artificial Intelligence (AI) based solutions to optimize and drive incident resolution, and ensuring seamless technical support in a complex IT environment preferably with a healthcare insurance company.

• 7+ years of experience in IT production support, incident management, and technical leadership including Site Reliability Engineering (SRE).
• 10+ years of experience in IT operations, production support, incident management, or related roles.
• 7+ years of experience in managing production support operations in a multi-vendor Application Managed Services model.

• At least 5-7 years of experience in a leadership or managerial capacity, overseeing IT teams and operations. Strong leadership and team management skills with a focus on developing and motivating high-performing teams.
• 5+ years of experience with performance monitoring tools, service level agreements (SLAs), and key performance indicators (KPIs). Proven track record of driving process improvements, operational efficiency, and service quality enhancements.
• 5+ years of experience with Change Management and Organizational Transformation: Experience in leading organizational change initiatives, driving digital transformation, and managing IT-related organizational changes is valuable. Strong change management skills and experience in guiding teams through transitions are important for success in this leadership role.
• 3+ years of technical background with expertise in Generative AI, IT systems, applications, and infrastructure. Ability to analyze complex technical issues, identify root causes, and implement effective solutions.
• Specific experience in healthcare insurance industry IT operations is highly desirable.

• Proficiency in ServiceNow, a leading IT service management platform, is highly beneficial for managing incident, problem, change, and service request processes.
• Relevant certifications such as ITIL, PMP, or other industry-recognized credentials are a plus.
• Good business acumen skills. Excellent communication and people skills with the ability to collaborate effectively with internal teams and external vendors.
• Knowledge of ServiceNow reporting and dashboard capabilities for tracking key performance indicators (KPIs) and monitoring incident resolution metrics.
• Understanding of ServiceNow integrations with other IT systems and tools to facilitate seamless data exchange and workflow automation.
• Familiarity with scripting languages such as Python, PowerShell, or Shell scripting may be beneficial for automating tasks and enhancing incident management processes.
• Knowledge of SQL for querying databases and analyzing data related to incidents and service requests.
• Master's degree preferred.

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.